Cloud Contact Center
Migrate your Contact Center to the cloud
The most effective solution to migrate your contact center to the cloud, without the need to implement equipment or hardware for the optimal operation of your service.
What we offer for your
Cloud Contact Center
- Call Center Software
- Digital Channels
Our call center software is the perfect bridge to connect automation and memorable experiences. This will allow your agents to be more effective on the phone; therefore, they will not only increase sales but also provide better customer service.
Anticipates customer needs and directs the interaction to the element best prepared to meet them.
By employing predictive dialer, progressive dialer and automated dialer modes you can have better control over your call center dialing rates.
By having everything unified and easily accessible from their desktop, your agents will be able to move easily between inbound queues and outbound call lists.
Automatic call distribution allows you to always route customer calls to the right resource according to your own business rules.
Enable your customers to have an intuitive, state-of-the-art Interactive Voice Response (IVR) that allows them to perform routine transactions over the phone quickly and easily.
Improve productivity levels by eliminating time wasted switching between outbound and inbound calls, all through the use of a single interface for your call center.
Offer a true omnichannel experience, leaving aside the divisions between communication channels and give your customers the satisfaction of communicating through the channel they prefer.
Chat provides the advantage of being able to resolve situations or respond to customers quickly and in real time without having to resort to calls.
Email should be part of a true omnichannel experience. To do this in the best way you can set up autoresponders and strategically distribute incoming requests.
Messaging Apps y SMS
SMS and messaging applications are commonly part of the customer's routine, so using them to get in touch with them is relevant and uninvasive.
Social networks are key in today's communication with customers and an open window where the world can see and get to know your organization. Therefore, responding quickly to comments and problems posted on them will give you better visibility.
By using screen sharing you will be able to see in real time why customers are communicating and show them how to solve their problems.
Strengthen your team by providing them with an unbeatable ally that accompanies them throughout the customer service process and makes their job easier while providing experiences that increase customer loyalty. Artificial intelligence (AI) will allow you to leverage bots and automation tools to boost self-service and satisfaction levels.
Empower self-service with the combination of natural language and artificial intelligence and allow your customers to interact through voice and digital channels.
Having chatbots with artificial intelligence that understand the context will allow you to answer your customers' queries quickly and efficiently; either through native or third-party chatbots.
This artificial intelligence allows you to create voicebots with natural language understanding (NLU) and increase the level of satisfaction by automating voice, phone, web chat and mobile messaging conversations.
It uses this artificial intelligence to understand the customer's intent in real time and give the right distribution to the interaction, sending them to the most appropriate agent.
Provides the best technology to support employees and encourage teamwork.
- Reports and analytics
- Workforce engagement
- Apps and Integrations
Training will no longer be tedious; you will be able to conduct it through easy-to-use real-time and historical reporting tools. All based on relevant data and best practices applied in hundreds of contact centers.
Apply coaching and training in the best way. Your agents will improve their performance by being able to manage interactions, analyze data and provide them with recommendations for action in real time.
Real-time and historical data
You will be able to compile historical and real-time data. This in turn will allow you to organize and search by customer or interaction. Not to mention the clear guidance you will receive through customized and consistent reports.
Speech and text analysis
With Text and Speech Analytics you will be able to identify key events, ensure goals are met, detect training opportunities and more.
With workforce optimization technology you will be able to obtain results that will be reflected in the satisfaction and efficiency of your teams. You will be able to quickly generate projections and schedules while monitoring quality and compliance. At the same time, you will encourage the participation and empowerment of your employees.
Quality control and assurance
Record every interaction between channels without losing data; with this you will be able to obtain information about the Voice of the Customer (VoC). This allows you to maintain quality and comply with corporate policies.
Monitor performance and promote the development of your employees through tools designed to manage and track service levels.
Help your employees achieve performance objectives through useful, real-time information that drives results.
Give a new impulse to your organization; integrate your skilled employees and existing technologies with different solutions.
Because not all monopolies work; know and quickly deploy hundreds of third-party applications. Allowing you to customize, enhance and extend your solution.
It has pre-designed integrations that are quick to implement and easy to configure. With which you will be able to integrate other business systems, such as CRM systems and AI solutions.