Call Centre
Intelligent cloud solutions to deliver the best customer experience
While technological innovation has transformed the way we connect with customers, when it comes to support, many users still prefer troubleshooting via phone. With Call Centre, you can streamline internal processes to ensure every customer has a great experience with your brand.
Enhance the brand experience with Greetings and Announcements. Create a call introduction and comfort messages, add hold music or provide estimated wait times for each customer call.
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Automate Call Routing policies to suit your business process. Distribute calls based on the size of your team and change queue position based on a specific call. With advanced routing options you can even determine maximum ring times and make sure all calls are redirected (stranded routing policies), automate agent break times, auto-send calls to the next available agent, or prevent agent sign-out until the last call is taken.
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Call presentation functionality provides Agents with in-app tools to optimize their performance including: Displaying the number of calls in queue and longest wait time, announcing the call location, change the outbound caller ID or provide the name and number of the call queue the Agent is taking.
Minimal Technical Requirements
Forget about outsourcing engineers! Get started within minutes with no installation or on-site configuration.
Memorable Customer Journeys
Expand the customer experience with a clear call journey outline, hold music, estimated wait timers, break out options and more.
Utilise ROI Based Features
Hit your SLAs. Automate call options to manage customer expectations and ensure a positive customer experience every time.
Insights For Ongoing Improvement
Simple reporting options optimise performances through call flow management, in call support and regular insights.
Analytics & Reporting
Web Supervisor Application
- The supervisor application is the same as the Agent Web Application with the addition of reporting and call centre management
- Allows the supervisor to visually see the call centre health
- Promote VIP callers in queue
- Selectively take calls out of the queue
- Actively see if agents are on calls or missing calls
- Turn queues on/off as needed ie meetings
- Assign or remove team members from queues
- Schedule call reports or view in real time
- Silently monitor or barge in to take a call
Agent Web Application
- Visibility of the queue and number of calls in the queue
- Responsiveness during peak times and managing calls according to importance
- Messaging for team members while on the call
- Escalation to the team leader
F&Q's
What happens when a customer calls your business?
Our automated system greets your customer and advises they are being placed in a queue with estimated wait times and other relevant information as selected by you.
What happens when your team members can’t take the call?
Hold music or promotional content will play for your customer while the system awaits a team member to take the call. Estimated wait times, queue position and the option for a callback can also be played.
How many people can wait in a queue?
Up to 500 calls can be held in queue.