Voice Services

 

CONTACT CENTER

 

CUSTOMER BENEFITS OF CLOUD CONTACT CENTER SOLUTIONS

  • Get an immediate ROI through pay-as-you-go model
  • Utilize the investment you’ve already made by laying over your existing infrastructure
  • Low start-up costs
  • Fast, easy deployment capabilities
  • Demonstrated lower total cost of ownership over premises- based equipment
  • Software upgrades/enhancements and maintenance at no additional cost
  • Scalable and exible with inherent redundancy and security
  • Easy customization and integration
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SYSTEM REQUIREMENTS

  • Broadband internet connection
  • PC with Windows software (Vista or more recent) & Windows based browsers (IE10+, Chrome, Firefox)
  • Telephone with a 10-digit number to receive inbound calls

CONTACT CENTER PLATFORM

Contact Routing
Complete contact routing and blended dialer for IB/OB
• ACD
• IVR
• CTI
• Email, Chat, & SMS
• Speech Recognition
• Dialer (Predictive, Progressive, Preview)

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Workforce Optimization
Full suite of solutions to increase agent
productivity and effciency
• eLearning
• Survey
• Recording
• Quality Management
• Performance Management

Telecommunications
Carrier-grade network offering low-cost redundant call handling options
• TDM
• VoIP
• Toll Free
• Local DID
• SIP
• MPLS

 PBX

Full-featured business phone solution

  • Business Phone Systems -Cloud/Desk
  • Unified Communications/ Messaging
  • Video/Audio Conferencing
  • Mobile Communications/Apps
  • Integration’s -CRM’s
  • Business Presence

WHEN TO ENGAGE POTENTIAL OPPORTUNITIES

Do you have customers that:

  • Have Complex Environment
    • Multiple locations and or systems
    • At-home agents
    • Need to ensure conformity across staff /locations
    • Blended environments (inbound/outbound)
  • Need to Upgrade
    • Aging or outdated equipment
    • Require additional contact channels (e.g. chat & email)
  • Require Scalability
    • (5 seats – 5000 seats)
    • Seasonal business
    • Need rapid deployment • High growth rates
  • Have Cost or Budgetary Concerns
    • Limited budget or interest in pay-as-you-go-model
    • Reduce call handling and agent idle times
  • Improve Reliability
    • Service/uptime issues with a current provider
    • No disaster recovery plan in place because of reliance of on premises equipment

SALES DISCOVERY QUESTIONS

Contact us if your customers answer “Yes” to any of the following questions:

  • Do you currently (or would you like to) have agents working across multiple locations (including at-home)?
  • Does your contact center experience seasonal call spikes?
  • Does your contact center lack robust reporting to improve call center efficiency?
  • Do you lack major capital expenditure (capex) budgets needed to make upgrades or modifications to your contact center infrastructure?
  • Are you currently operating multiple technology systems and desire to unify everything onto a single platform?
  • Are you looking to utilize self-service or social media to enhance your customer experience to help bring greater efficiencies?
  • Is there some functionality you need to perform but are not able to using your current technology?
  • Are you required to maintain compliance with industry and governmental regulations?
  • Would you like to remove the complexity of day-to-day management but retain the ability to make changes yourself as needed?
  • Are you currently using a workforce mgmt. or work force optimization product or do you need this?
  • Do you use a CRM and is it integrated into your current platform? (CTI Integration)

For more information fill out the form today:

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