Transform your customer journey

CloudCall365 High Performance Call Centre Solution

Transform your customer journey with a scalable, flexible contact centre solution

CloudCall365 Contact Centre add-on provides the ultimate in VoIP Call Centre technology for businesses of all sizes. … With CloudCall365 virtual Contact Centre, you get everything you need for Call Centre managers and supervisors to provide accurate, 360 degree reporting and MiFID II recording to determine performance against set targets and SLA agreements across all touch points. Track how employees handle specific customer situations, interactions and day-to-day activities, using agent evaluation scoring to ensure your call centre meets quality and efficiency standards set by your company.

CloudCall365 Call Centre Solution provides users with exceptional levels of customer service designed to enhance agent productivity. Fully scalable, offering real-time monitoring and queue stats whilst providing unparalleled levels of management and supervisor controls”

CAPTAIN CLOUDCALL

The Supervisor Edition

CloudCall365 Supervisor Edition is a real-time hub for monitoring and managing calls and agents. It displays real time call and agent status and allows the supervisor to ‘enable’ and monitor agents. The supervisor can receive alerts from agents seeking assistance and then monitor or intervene on the call. A rolling graph shows accumulated call and agent performance for the day. It includes functionality to monitor and manage calls and performance, plus allows supervisors to receive escalated calls. The Supervisor Edition also provides a detailed personal wallboard on the user’s desktop. The data presented can be selected and the screen will scroll to show multiple queues.

The Agent Edition

Agents login to a queue at which point calls will be directed to their phone. An agent may set his status to ‘pause’, giving a ‘pause’ reason. A timer increments to warn the Agent of his pause duration. The Agent Edition also displays the status of other selected agents in their group and calls waiting in the associated queues. Some of the many other features include; group chat, voice conference, voicemail, video conferencing, video call, send email, chat history, missed call information and much more.

Agent Edition CloudCall365

Real Time Agent Monitoring

Managers simply cannot be out on the service floor, listening to calls, all day long. With CloudCall365 Real Time Monitoring, your managers can oversee and track Agent calls as they are carried out right from their desk, so they can act on real time information during every call. Real time monitoring will empower your agents and managers with a dashboard that displays the most appropriate call centre statistics to track Agent attainment, oversee calls between customers and Agents, and deliver fast, efficient performance feedback.

Call Centre Real Time Monitoring

CRM Integration

Our platform is plug-and-play ready for integration via RESTAPI with Salesforce, Sugar CRM, Bullhorn, Zendesk & ZOHO.

It can be integrated with any other CRM system via a custom solution as this functionality provides a browser pop out (floating UI) from the chosen CRM and integrates it with certain desktop features such as desktop contacts searching.

CRM Call Centre Solution

Compliant Call Centre Recording

Our fully-compliant cloud call recording add-on allows you to get more done, faster for less. Utilising our award-winning solution gives you the opportunity of sorting and searching your calls on different criteria making call retrieval simple and quick with a full audit trail. All calls are MIFID II compliant and are individually secured and encrypted at source with a rotating encryption methodology that is unique and specific to each individual call. All calls are stored securely in the cloud or on premise.

Call Centre
By | 2018-08-14T15:30:54+00:00 August 14th, 2018|Call Centre Solution|0 Comments

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