What is a Cloud Contact Centre?
Cloud Contact Centre application is hosted in the cloud enabling customers to carry out their calls over the internet, without the need for a traditional business telephony setup. It is very easy to set up and maintain, cost efficient, giving customers more control and visibility into their operations.
Benefits of Cloud Contact Centre
- Cost-Effective Business Phone Solution
- Scalability & Portability
- Easy & Quick Installation
- No Maintenance Cost
- Establish Professional Image
- Access To Multiple Innovative Features
- Improved Performance, Productivity and Security
- Enhanced Customer Experience & Satisfaction
Features
Call Hold and Call Transfer
A call transfer is a call centre feature that allows customer-facing representatives to transfer an incoming call to another agent as required, within a few clicks. This is especially helpful in connecting customers to the right agent instantly, thereby improving your customer’s overall experience.
DNC List scrubbing
Do Not Call (DNC) List Scrubbing is one of the most important services you can perform before calling consumers and other businesses to ensure your company is in compliance with the various call prohibitions. The term “scrub” means to identify and archive those numbers that are on these Do Not Call Lists.
Live Call Reports
Access call recordings directly from reports. You can also listen, rate, and share call recordings with teammates.Generate reports that analyse and organise your calls.Start leveraging your data for quality assurance, customer satisfaction, and business growth.
Call Recording
Maintaining and growing your customer base hinges on the quality of your customer interactions. Call recording tools capture the audio from your conversations. They act as the most efficient note-taking method you can utilise. Managers can also review their teams’ calls with customers as re-training tools.
Real-time Screen
This is an extraordinary feature of Cloud Telephony which will ensure 100% call quality and help companies to keep an eye on employee’s activities and their performance. Your managers need not be at their team desk to monitor their performance or to check call quality. All they have to do is to spot on the screen leisurely from their desk and check on their team activities, whether they are in a call conversation, dis-positioning a call, dialling a customer call or on a break.
The real-time monitoring tools like Barge, Snoop and Whisper options are readily available for the managers or team leaders to join in an ongoing call to listen or to listen and talk to the employee alone without being heard to the customer or to get involved in conversion with the customer and the employee. These will help you to check call quality or to intervene in a call to help employees in handling a difficult customer or to stop false promises being made to the customers on the go.