Contact Center solutions can be complex, optimizing them shouldn’t be. With CT Cloud Contact Center’s user-friendly interface and graphical dashboards, enabling your staff to achieve your customer contact goals is easier, more accessible, and more enjoyable than ever before. Customers expect their calls to be answered quickly and their issues to be resolved promptly. Whether your contact center has a few or even hundreds of agents, meeting this demand requires specialized software.
The CT Cloud Contact Center hosted contact center solution is designed to improve contact center operations by reducing IT reliance, streamlining workflow processes, simplifying training, and affecting better decisions through robust analytics.
Data Center
In order to properly utilize any contact center solution, organizations need a healthy and secure data center system. CT Cloud Contact Center includes the following components to ensure your system has the updates, monitoring and maintenance you need to stay secure:
- 24/7 network monitoring
- Geographical survivability
- Automatic software updates
- On-demand Scalability
- Certified PCI DSS 3.0 SSAE 16
Call Center Queues
Call Centers need a robust offering to properly manage their call volume and quality, and CT Cloud Contact Center delivers on that requirement. With CT Cloud Contact Center, you have access to a wide variety of tools to engage your customers and clients and deliver your message:
- Call center queue management & virtual queuing
- Inbound voice queues
- Outbound & blended voice queues
- Automated call-back & click-to-call
- Email, chat, SMS, social media queues
- Automated threshold SMS/email alerts
Workforce Management
Increase productivity and keep your workforce organized with CT Cloud Contact Center's workforce management tools. Optimize work schedules and vacation automation on the fly, while easily accessing reports on how your workforce is performing:
- Forecasting & scheduling
- Schedule optimization
- Vacation automation & shift-trade portal
- Real-time adherence view & report
Quality Management
Guaranteee the best quality out of your organization with CT Cloud Contact Center's quality management systems. Along with regular call and screen recording abilities, you can live-monitor agent calls and review web chat logs at your discretion. Use this valuable information to improve your systems:
- Call recording (with agent notes)
- Screen recording with playback
- Live monitor, whisper, barge-in
- Agent & web chat logs
- Agent coaching & evaluation
Call Center Group
Provide your agents with the tools they need to succeed - CT Cloud Contact Center's Call Center Group enables you with several high quality applications to deliver success. Here are a few of the Call Center Group's helpful tools and systems:
- Multi-skill routing
- CRM Integration (CTI)
- Agent call-flow scripting
- IVR integration for self service
Unbeatable simplicity
What CT Cloud Contact Center delivers above all else is unbeatable simplicity. With real-time and customizable reporting capabilities, you can make sure your organization is performing efficiently and properly. You can even schedule reports to be delivered to your account regularly:
- Real-time stat display & bulletin board
- Real-time graphical dashboard Custom agent activities
- Custom multi-level dispositions
- Detailed call & agent statistics
- Scheduled reports
- Customized contact center reports
Tonya Andrea : Apr 18, 2024 9:15:00 AM
Kade Herbert