Contact Centre
It is more than just customer support. Increase your productivity with our real time data insights, smart routing and excellent connectivity. Zero downtime and and easy collaboration assured. With our Contact Centre you get closer to your customers – wherever they are.
Manage all your contact centre needs on one easy platform with Connect in Cloud Contact Centre. We provide absolute flexibility, scalability along with low maintenance of the cloud with the reliability and security of on-premise call centre solutions.
Book NowWhat is Connect in Cloud Contact Centre?
Improve your sales conversations, revenue, customer retention and satisfaction scores by improving your remote agent’s reaction time for more quicker and efficient respond to people needs, offering a personalised, seamless, and multi-channel customer experience.
Smart Routing
Helps connect customers with the right agents to solve their issues the first time, irrespective of their location.
Real Time Insights
With real time analytics of your agents, monitor their performances for better sales and services.
Smart Agent Management
Optimise the agent schedules for lower downtime and longer call hold times.
How does our Cloud Contact work?
Our personalised Cloud Contact puts customer experience at the heart of your business.
Lots of companies divide work amongst a front office, CRM environment, and back-office experts. Cloud Contact removes this division to help collaboration across different levels of organisation, creating an agile, omnichannel contact centre that puts your customers first.
- Empower your people to share ideas and respond to customers more quickly
- Enable your agents to manage multiple channels through a single, easy-to-use multimedia interface
- Network your back-office experts into the front office environment, putting customers with complex needs in front of the people best suited to meet them.
BETTER WORKFORCE MANAGEMENT Better productivity from agents
Induces better service with tools for info-graphs, along with minimising downtime thus, reducing costs.
Optimises schedule Plan and manage the inbound call centre team’s hours according to traffic volumes, vacations, and training.
Stay on top of service quality Keep a pulse on performances from the screen and voice recordings, speech analytics, feedback forms, and agent scoring.
See what’s working in real time With the help of analytics for every interaction, one can track sentiment, identify performances and mud-slinger, see trending topics, and more.
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REPORTS AND DASHBOARDS Get instant performance info-graphics
Make your business-critical decisions based on performances and visual reports.
Track progress with the help of pre-built reports Know the average handle time, first contact resolution, queue time, and other important metrics.
Take appropriate action with real-time dashboards Monitor critical KPIs, agent performance, and customer experience all in real time. Send notifications to key stakeholders during critical events.
Better understanding with business intelligence Go beyond the standard KPIs with data visualisations and root cause analysis with the availability of an easy custom dashboard.
Book NowConnect in Cloud Contact Centre combines cloud contact centre and cloud audio to provide your customers a unified and connected experience whenever they contact you.
Access via web browser (Google Chrome/Mozilla Firefox/Microsoft Edge/Chromium), there is no need to download any special application. Interact with customers using voice, chat, or email. Depending on the configuration of your agent profile by your Contact Centre administrator, you can communicate with customers through one, two, or all the three channels.
If enabled, you can also experience the Agent desktop within Microsoft Teams as an embedded application.
Provide better customer service
Integrate corporate directory Enable agents to collaborate with back-office experts through a shared directory and presence indication.
Enable self-service feature An automated IVR system and resource centres let customers help themselves without any intervention of an agent.
Provide intelligent routing With AI deliver a smarter customer experience, skills-based routing, and actionable analytics.
Tap into supervisor tools Course-correct inbound customer service agent behaviors through whisper coaching, silent monitoring, and barge-in functionality.
Connect your favorite apps You can integrate your favorite business intelligence tools to enhance or customise your workflows.
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The year we started our services
Pro awards won for Project Excellence Award
Years of professional experience
Business customers serviced in 2020
Contact Centre optional add-ons
Workforce optimisation suite – schedule & manage staff, measure agent efficiency & performance, & analyse speech & desktop actions to gain insights.
Outbound voice – helps complement the powerful inbound call handling capability.
Build the best Customer Experience
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