Cloud contact center solutions have been purpose-built to bring the simplicity and operational advantages of the cloud. Contact centers over the cloud allows business to leverage updated solutions without bearing the burden of significant upfront capital or additional IT investments. One can implement comprehensive cloud-based call center and workforce optimization technologies including inbound, outbound and blended voice interactions.
ACD directs inbound calls to the best available agent based on configured business rules and algorithms. This seamlessly routes queued callers to available agents improving customer experience by minimizing hold time.
IVR system enables customers with the option of either managing their interactions with or without the assistance of an agent. This helps the organization in automating routine queries that can be expedited with an IVR system reducing cost per call.
Auto Dialer automates outbound calling procedure while managing multiple campaigns and leads. It detects answering machines, SIT and busy tones; so that only live connected calls are forwarded to the customer service agents.
Keep your customers engaged with custom music and wait time notifications whenever they are in call queues. Your customers can also request a callback at a convenient time or record a voicemail message.
Communicate with customers in their preferred channel of communication. This enables your agents to reach customers from various channels by seamlessly moving between social media, mobile, live chat, email, and phone calls.
By having the Computer Telephony Integration widget within your CRM, you can have the benefits of not toggling between applications for a comprehensive customer interaction.
Assess the performance of your team with Agent Metrics such as Schedule Adherence, Average Handle Time, First Call Resolution rate, etc.
Preferred Agent Router direct customer calls to preferable agents based on various parameters; data-based, where call from customers in his lead list will be routed to him if he is available, and/or skill-based, where the call is routed to agents of preferable skill sets.
Choosing a resilient and scalable cloud based telephony can be a lot of work. Whether you are looking for a SMB subscriptions based on users or Enterprise class Cloud Subscriptions for entire workforce, you will find everything you need right here. At Techpillar.com's Cloud contact canter category we have covered all the Cloud based contact center providers, a list that includes top brands such as Exotel, Knowlarity, Ozonetel, Ameyo, BT Cloud Contact, Five9 Virtual Call Center, 8x8 Cloud Contact Center, ININ, InContact. These brands have become trusted over time because of their expertise in a wide variety of Cloud contact center Solutions catering to small offices, Large Enterprises and much more.
Within this long list of brands, you'll be able to find cloud contact center products for all your Telephony, PBX, Contact Center Call Center, BPO or KPO needs.
Need help to find the right Cloud Telephony solution? Our featured subcategory of Could Contact Center make it easy to find the perfect addition to your enterprise network.