Cloud Voice Contact

Cloud Voice Contact comes complete with a comprehensive reporting tool that enables multiple reports to be created across all channels which can viewed within the Cloud Voice Contact portal. Reports can also be scheduled and delivered to managers as and when they need them.

Supervisors get a real time view of all agent activity and contact centre managers can see wallboards tailored to their needs via a web browser. Changes can be made to an IVR within a matter of minutes, ensuring that both voice and email channels can remain live and customer queries can always be taken.

It has never been so important to communicate with your customers digitally and without interruption, the platform delivers at least a 99.99% uptime SLA. Built across four Cloud Voice Contact data centres, the distributed architecture means loss of any single site won’t impact the ability to service customers.

With Cloud Voice Contact, there are no financing costs, no major hardware to purchase, and no software to roll out. Cloud Voice Contact is scalable from 2 – 500 seats, licences can be added at any time as and when your business grows and are available on 30-day contracts for managing peak demand.

Quickly configured alongside your Cloud Voice deployment and designed to work seamlessly together, your team can work collectively on the same telephony platform, allowing you to share presence information and to deliver exceptional customer service.

Cloud Voice Contact’s integrated CRM solution allows you to record customer interactions by channel and combine this data with all associated outcomes within a single consolidated database.

CRM integration allows your team not only to quickly find a contact’s information and contact history but will automatically display a caller's details during an inbound call and allows agents to initiate an outbound call by using the ‘click to dial’ functionality directly from the CRM.