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Telvanta
FOR BPO & OUTSOURCING

Smarter Calls.
Happier Customers.
Better Outcomes.

Telvanta.ai Smart Call Management helps BPOs and outsourcing teams manage high call volumes intelligently with AI-powered routing, real-time monitoring, and actionable insights.

A live call-centre overview — live calls, answered, abandoned and average handle time over a calls-by-status ring, a service-level gauge and a recent-calls table, beside a rail of the AI routing, live monitoring, analytics and workforce modules.

The impact you can achieve

Improved First Call ResolutionResolve more queries in the first interaction.
Higher Customer SatisfactionDeliver faster, personalized support across every call.
Lower Abandonment RateReduce missed calls and improve answer rates.
Better Agent PerformanceEmpower agents with AI insights and real-time support.
Greater Operational EfficiencyOptimize resources and reduce operational costs.

Key Results for BPOs*

35–50%Increase in First Call Resolution
25–40%Reduction in Abandonment Rate
20–30%Improvement in Agent Productivity
15–25%Reduction in Average Handle Time
30–45%Increase in Customer Satisfaction

*Based on Telvanta.ai customer data

Intelligent Call Routing

Route calls to the best available agent based on skills, language & priority.

AI Voice Assistant

Automate FAQs, collect information & resolve common queries.

Real-time Monitoring

Supervisors get live insights to support agents and improve performance.

Advanced Analytics

Track KPIs, CSAT, call quality and agent performance in real-time.

Agent Productivity

Boost efficiency with smart tools, call summaries & auto-disposition.

Secure & Compliant

Enterprise-grade security with role-based access and data protection.

How Smart Call Management Works

Incoming Call

Customer calls your business number.

Smart Routing

AI routes the call to the best available agent.

Agent Connect

Agent receives the call with customer context & history.

Live Assistance

Agent resolves the query with tools, scripts & AI suggestions.

Call Disposition

Call outcome is logged with tags and notes automatically.

Performance Tracking

KPIs, quality & CSAT are tracked in real-time.

Continuous Improve

Insights help you train teams & optimize workflows.

Popular Use Cases

Inbound Customer Support

Handle high call volumes efficiently with AI routing and smart queueing.

Sales & Lead Qualification

Qualify leads faster with caller context, CRM integration and AI assistance.

Technical Support

Reduce resolution time with knowledge base integration and escalation rules.

Billing & Collections

Automate payment reminders, follow-ups and reduce collection cycles.

Appointment Scheduling

Book, reschedule and confirm appointments seamlessly.

Order & Delivery Support

Track orders, handle delivery queries and provide real-time updates.

Retention & Win-back

Identify at-risk customers and run proactive retention campaigns.

Surveys & Feedback

Collect customer feedback after calls and measure satisfaction.

Call Center Analytics Overview

Total Calls24.8K22% vs last 30 days
Answer Rate88.6%16% vs last 30 days
Abandonment Rate11.4%18% vs last 30 days
Avg. Handle Time04:328% vs last 30 days
CSAT Score4.6 / 512% vs last 30 days
Service Level92%9% vs last 30 days

Calls Over Time

15K10K5K0
May 5May 12May 19May 26Jun 2

Calls by Channel

Voice72%
WhatsApp15%
IVR6%
Callback5%
Others2%

Top Departments

Customer Support35%
Technical Support25%
Sales18%
Billing12%
Others10%

Telvanta.ai has transformed our call center operations. Our agents are more productive, customers are happier, and our KPIs have never been better.

Pratima ShresthaOperations DirectorEverest BPO Services

Seamlessly Integrates With Your Systems

Zoho CRMsalesforceHubSpotfreshdeskMicrosoft Dynamics 365Google WorkspaceSlackand more

Frequently Asked Questions

Ready to optimize your call center? Book a demo today and see the Telvanta.ai difference.

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