Cloud Contact Center
Our cloud contact center solutions help you to ensure that the right callers reach the right people at the right time. Our modern, internet-based contact center solutions are based on technology from Cisco, and we have been a Cisco Select Certified Partner for many years. We avoid the need for expensive on-premises telephone equipment and we can handle high call volumes without the need to install lots of old-fashioned telephone lines.
We combine interactive menus with music-on-hold call queuing to keep callers engaged while waiting for your agents. All of this is delivered with enhanced management and executive reporting visibility of call traffic - including waiting times, departmental statistics, agent performance, company performance and customer experience, busy periods, and more.
IVR Menus (Involuntary Voice Response)
IVR menus, sometimes also known as auto attendants, allow callers to choose from an introductory menu to ensure that they reach the right department for their query. This helps you to reduce the load on reception and minimise the amount of transfers and hops required for your customers to reach the right person. This improves CX (customer experience) and also improves staff productivity.
Call Queuing
Call queues allow callers to wait on hold with music or a marketing greeting until an agent becomes available. This helps to reduce callers getting bored and terminating a call during busy periods. Agents are able to log in and log out of call queues, which ensures that your system has a 'live' view of agent availability.
Call Recording
We are able to offer comprehensive call recording for compliance purposes, with various retention periods up to 7 years. This allows you to investigate incidents and provide training to your teams. You can also archive customer, colleague and supplier communications for future review based on your specific industry and regulatory requirements.
Reporting and Analytics
Perhaps the most significant feature with our cloud contact center solutions are our extremely comprehensive reporting and analytics systems. Live wallboards can be provided to display on monitors in your contact center - displaying live call statistics including average call handling times, longest call waiting times, number of calls in queue, agent availability status, and more. Even better, all aspects of call handling and performance can be extracted to provide attractive and detailed executive reports for management.
Simple monthly billing
With all system features provided as a convenient monthly bill, the only up-front costs are for system deployment and the telephones themselves. There is no telephone system equipment to buy, no software licensing costs, and no servers required for call recording or analytics. This dramatically reduces your up-front costs to roll out a cutting edge Cloud Contact Center.