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SPINEILS partner

All-in-one contact center software to transform your customers’ experience.

With SPINE, deliver the experience your customers expect, make every interaction meaningful, and treat every interaction as unique. SPINE is built by Innovative Leading Solutions (ILS) in Saudi Arabia, and Prestige is an ILS partner.

Request a demoSee the capabilities

Incoming callCustomer service queue

Routed to the best available agent

Sample screen

Why SPINE

Transform your contact center with SPINE.

  • Manage the customer journey

    Deliver extraordinary customer journeys across voice and digital channels.

  • Enhance agent performance

    Empower, coach and motivate your agents to deliver exceptional customer experiences.

  • Reduce call center costs

    Use a cost-effective contact center while keeping a high quality of service.

Capabilities

Nine capabilities on one platform.

One solution for every channel

Deliver the customer journey across voice (inbound and outbound), digital channels (email, web chat, SMS, instant messaging, video), self-service IVR and intelligent chatbots. All interactions come together in a single agent interface.

  • Voice
  • Email
  • Web chat
  • SMS
  • Instant messaging
  • Video
  • Chatbots

Wallboard

The four numbers a supervisor watches.

SPINE shows service level, waiting time, handling time and abandonment on live dashboards and wallboards.

SPINELive
Service level
87%
Average waiting time
18s
Average handling time
245s
Call abandonment rate
3.2%

Agents

  • On call14
  • Ready5
  • Wrap-up3
  • On break2

Illustrative wallboard with sample data.

Key features & capabilities

What is in the box.

  • SIP-based industry standardOpen-standard SIP with flexible routing control for high-quality, reliable IP communications at a low initial investment.
  • Automatic call distribution (ACD)Routes inbound calls by caller data, IVR selection, business hours and agent availability.
  • Intelligent routingRoutes inbound contacts to the available resource by your own business rules, raising first call resolution.
  • Callback optionsCustomers leave a number for a callback, or a voicemail, instead of waiting in the queue.
  • Call recordingRecord inbound and outbound calls, pause and resume live recordings, and replay them at any time.
  • Computer telephony integration (CTI)Use call center functions from inside your CRM and give customers a personalised, informed service.
  • Auto dialerA dialing engine with predictive, progressive and preview dialing to increase connection rates.
  • Campaign and list managementFlexible contact-list and outbound campaign management that improves agent productivity.
  • BlacklistBlacklisted numbers, such as bots and spam callers, are disconnected as soon as they call.
  • Custom fieldsKeep relevant customer data in custom fields on the contact’s profile.
  • Post-call surveysBring the voice of the customer into the business and learn where to improve.
  • Real-time monitoringMonitor agent interactions live and coach behind the scenes or directly.

The SPINE suite

The contact center is one product in a family.

SPINE products

  • SPINE Contact Center Software
  • SPINE CRM System
  • SPINE Lead Management System
  • SPINE Ticket Management System
  • SPINE Quality Management System
  • SPINE Meeting
  • SPINE IP PBX Phone System

Solutions

  • Customer service
  • Debt collection
  • Sales & telemarketing

Industries

  • Financial services
  • Insurance
  • Logistics

Product and solution names as listed by ILS.

With Prestige

An ILS partner in the Kingdom.

We scope, implement and support SPINE with ILS, and connect it to the rest of your systems.

  1. 01

    Scope

    Channels, queues, IVR flows and reports defined for your operation.

  2. 02

    Implement

    Installation, telephony and agent desktops set up with ILS.

  3. 03

    Integrate

    Connected to your CRM, ERP and ticketing.

  4. 04

    Support

    Training and support from our offices across the Kingdom.

Compare with ConVox

Hear how your contact center could sound.

Tell us your channels, agent numbers and call volumes. We will arrange a SPINE demo with ILS.

Request a demo
SPINEILS (Innovative Leading Solutions)

SPINE is a product of Innovative Leading Solutions Co. (ILS). Photos, icons, logos and product descriptions are from ils.com.sa and may change; confirm the current product scope before ordering.