A cloud-based contact centre offers the opportunity to revolutionise your traditional architecture. This means the ability to scale seamlessly and cost-effectively to react to market changes and new channels. The beauty of the cloud is you can turn on what you want, when you want, without significant cost.
Cloud technology also brings a vast amount of flexibility, allowing your business to work as your customers need you to. This puts you in the driving seat, which can make the difference between success and failure when responding to customer demand.
Here is everything you need to know about a cloud contact centre.
Modern contact centres need to scale and seamlessly grow to cost-effectively react to market changes and new channels.
Cloud-based contact centres offer a building block approach –you can turn on what you want, when you want.
The flexibility of Cloud technology also means that you can work as you want and not as technology dictates. Traditional contact centre architecture tends to be divided into centralised or distributed. With a Cloud-based solution, organisations you can work as your customers need you to. The ability to add agents across centralised or distributed locations can make the difference between success and failure when responding to customer demand.
Cloud-based contact centres are independent of location, hardware, software and agent location. The benefits of this absolute independence include callers never receiving a dreaded engaged tone. Traditional premised based telephone systems are limited by the number of lines into the building and the number of agents available to answer those calls. Hosted contact centres have a huge capacity, meaning that customers will never hear a busy tone.
Cloud Unified Communications – a taste of what’s on offer.
Because we work with you to select the system that best meets the needs of your business and your teams, lists of capabilities are not what we are about; we see these as simply tools to enable business brilliance for our customers.
• Supervisor Desktop
• Web-based configuration tool
• Skills-based routing and CTI
• Supervisor and inter-agent communications
• Interactive Voice Response (IVR)
• Virtual queueing and web callback
• Outbound Dialing
• Call recording
• Chat Interaction
• Frequently Asked Questions (FAQ) Knowledgebase
• API Support
• Email Interaction
• CRM Integrations
• Desktop Collaboration
• Campaign Dialer