Cloud Based Contact Center
Using advanced skill-based routing with automatic call distribution (ACD), callers are directed to the next available agent and the most suitably trained agent available.
- Faster, more appropriate and efficient resolution of calls, with omni-channel options like chat and e-mail to take the conversation beyond voice.
- A customizable agent client, offering desktop and browser versions, easily integrates with standard CRM platforms and critical business apps for broad and intuitive access to essential information and resources.
- The agent client is configurable to specific requirements or frequent caller requests.
- Calls can be answered via a built-in smartphone application, traditional desktop telephone, or over a VoIP connection.
- Evaluate, annotate, and provide structured feedback to agents on their interactions, helping to enhance agent skills and customer experience.
- Automatically gather feedback from customers immediately following their contact center interaction, based on customizable templates.
- Agent scheduling capabilities help ensure contact center staffing is always ready to meet customer demand.