Customer Care as a Service

Access the latest call center technology without having to manage it yourself.

About Services

Contact Center as a Service

Why Choose Us

Contact Center as a Service (CCaaS)

We provide a complete set of tools and services needed to operate a call center, without the need to invest in expensive hardware, software, or expensive licenses.

Access the latest call center technology without having to manage it yourself.

GoChat247 is responsible for maintaining and updating the infrastructure, ensuring that your company always has access to the latest features and capabilities, which gives you ..

  • Flexibility: To scale call center operations up or down as needed, without the need to invest in expensive hardware or software.
  • Cost savings: You only pay for the services you use.

  • Easy deployment: CCaaS is typically easy to deploy and can be up and running in a matter of days.

  • Access to the latest technology: We offer the latest technology and features, such as AI-powered automation, omnichannel support, and real-time analytics.

  • Reliability and uptime: We offer high levels of reliability and uptime, with redundant systems and backups to ensure continuity of service.

CCaaS Components



Call Routing based on skill set, and customer priority.



Flexible configuration for call flow and played messages

Auto Dialer

Automatically dial a large number of customers and route them to agents as incoming calls

soft phone

Soft Phone

Use PC as phone set


Omni-Channel Support

Phone, email, chat, and social media.


Reporting and Analytics

Provide real-time and historical data on performance
(call volume, wait times, and agent productivity).

Call Recording

Call Recording

Call recording for quality assurance, training, and compliance purposes.


API Integration

Integrate with your CRM system, Ticketing system,….

CCaaS Features



Automatic Call Distribution (ACD)

• Distribute inbound calls to agents according to a series of factors ;

• Time of day.

• Customer priority.

• IVR outcomes.

• Skill-based routing (SBR) ” During quiet call periods, voicemails can be routed to agents.”

Predictive Dialing

• Automatically dial outbound numbers based on preset algorithms to maximize agent productivity.

Interactive voice response (IVR)

• Self-service options to callers, such as account balance inquiries, payment processing, and appointment scheduling.

Call recording and monitoring

• Record and monitor calls for quality assurance, compliance, and training purposes.

Real-time and historical reporting

• Real-time and historical reporting capabilities to track metrics like call volume, agent performance, and campaign effectiveness. 

Agent scripting

• Scripting capabilities to guide agents through customer interactions, ensuring consistency and compliance with company policies.


• Integration with third-party applications: ViciDial can integrate with third-party applications, such as customer relationship management (CRM) software, to enhance customer engagement and improve productivity.

Shift Scheduling

Creating and managing agent's schedules based on projected call volume, agent's skills, and availability.

Real-time Adherence Monitoring

Monitoring agents adherence to scheduled breaks and shifts in real-time. Alerts managers when agents are off-schedule.

Performance Analytics

Identifying trends, forecasting future demands, and optimizing staffing levels. Real-time and historical data analytics.


Skills-based routing maximize first call resolution rates and minimize call transfers.

Our CCaaS Reports

Inbound queue report: number of calls in the inbound queue and the average wait time for callers.

Agent performance report: This report shows the number of calls handled by each agent, their talk time, hold time, and wrap-up time.


Real-time campaign progress report: This report shows the progress of each campaign, including the number of calls dialed, answered, and dropped.

Disposition report: This report shows the reasons for call dispositions, such as hang-ups, voicemails, or successful sales.


Campaign performance report: This report shows the performance of each outbound campaign, including the number of calls made, the number of leads reached, and the conversion rate.


Real-time agent monitor report: This report shows the status of each agent, including their login status, call status, and availability.


Time clock report: This report shows the login and logout times of each agent, as well as their break and lunch times.

* Other customized reports could be provided as well.