Before you continue
To give you the best possible experience please select your preference.
To give you the best possible experience please select your preference.
The convergence between UCaas and CCaaS is impacting collaboration. Customer services must not become digital islands but remain connected to the rest of the company. At the same time, we are seeing the emergence of casual contact centers, ideal for SMEs that do not have full-time staff to devote to it but whose employees interact more and more with customers. They can now add contact functionalities without investing in a dedicated center and even communicate with customers from their business applications, including collaboration tools.
Cloud contact centers are ideal for businesses that don't need, want, or have the funds for a traditional contact center solution because the technology offers a low cost per user. Essential contact center tools are therefore within reach of more businesses, even the smallest.
If you communicate with your customers by telephone, automatic call distribution (ACD) is an essential business development tool. Improving response time and call handling time improves your customer satisfaction levels and can generate excellent ROI. ACD is a very affordable and easy to implement tool. It streamlines business processes, increases agent productivity, improves managerial practices and promotes team cohesion and collaboration.
Our comprehensive ACD solution offers a wide range of automatic call distribution features and has the statistics and reporting tools that call center supervisors and agents need to effectively manage and monitor incoming calls. It is the ideal tool to take advantage of all the advantages offered by the ACD.
Web administration interface to configure and manage agents, ACD groups and supervisors
Powerful web provisioning tool to intuitively customize ACD scenarios
ACD console for supervisor to manage agent interactions
Web chat functionality to help customers from any website
Feature-rich agent app (web or native, with or without softphone)
Systematic call recording capability with recording navigation interface
Built-in IVR with language capability – provides options for caller choices in terms of agent specialization (e.g. selecting an agent who speaks a particular language).
Callback service – allows the caller to hang up at a given time but remain in the queue and then be called back as soon as an agent is available
ACD dashboard for real-time monitoring of key performance indicators
Historical reporting and analytics to monitor agent and ACD group performance
Dashboard with real-time group updates
Connecting/disconnecting to ACD groups
Viewing call information
Pausing receiving and recording calls
Group information
Group calendar
Visual queues
Web chat
Supervision of agents and ACD groups
Agent Login/Logout and Assignment to Groups
Creating calendars
Supervision of customer presence by ACD group
Call monitoring, call barging, dynamic call transfer
Analysis of call data over time periods (ACD and agent level)
ACD Dashboard: Real-time agent and ACD insights
To find out how our ACD solution can improve your customer satisfaction, business processes and agent productivity, contact us today.
For better customer service
The CRM of your choice
Microsoft Teams as phone system
A call center service provider is a company that is dedicated to providing customer service and support via telephone, email, or online chat.
They are typically staffed by highly-trained professionals who handle customer inquiries efficiently and effectively. Call centers often provide services such as order taking, technical support, customer retention programs, and more.
The use of call center services can be a great way to improve customer satisfaction and loyalty and can help businesses streamline their customer service operations. Additionally, many call center service providers offer advanced analytics solutions that can give businesses valuable insights into customer behavior and preferences.
Choosing the right call center service provider for your business is an important decision, as it will determine the quality of customer support you receive. It is important to research a provider’s reputation and portfolio of services before committing.
Additionally, it is important to ensure that the call center service provider you select can meet the needs of your business. By selecting the right call center service provider, businesses can realize improved customer satisfaction and increased efficiency.
Contact us if you have any questions, we'll be delighted to answer them.
Business Process Outsourcing (BPO) is an outsourcing solution for organizations looking to streamline their operations. In a call center setting, BPO is a service in which a business outsources its customer service operations to a third-party provider, typically located in an offshore location.
With BPO services, businesses can benefit from lower labor costs and improved customer experience, as the third-party provider takes on the responsibility of providing customer service support.
Additionally, BPOs are often equipped with advanced analytics tools that can be utilized to gain valuable insights into customer behavior and preferences.
By outsourcing their customer service operations, businesses can save time and money while ensuring that their customers are receiving quality support. BPOs provide an attractive option for businesses looking to improve the effectiveness of their customer service operations.
Contact us if you have any questions, we'll be delighted to answer them.
The answer to this question will depend on the specific needs of the business. Many call center service providers offer quality customer support, so it is important to choose a provider that can meet the needs of your organization.
Factors such as cost, location, and customer service expertise should all be taken into consideration when selecting a call center service provider.
Additionally, researching a provider’s portfolio of services, customer testimonials, and analytics capabilities can help you determine the best call center for your organization.
Ultimately, choosing the right call center service provider is a critical decision that should be made with care.
The terms “call center” and “service center” are often used interchangeably, however, they do have different meanings.
A call center is a business that specializes in providing customer service support via telephone, email, or online chat. Service centers, on the other hand, provide services such as repairs and maintenance for products purchased from the company.
While call centers and service centers sometimes operate in the same location, they typically serve different functions.
Call centers are focused on providing customer service support, while service centers provide technical and repair services for products.
Ultimately, the difference between these two types of businesses is based on their purpose and scope of operations.
Call center services typically include order taking, technical support, customer retention programs, and more.
Many call centers also offer advanced analytics solutions that can be used to gain valuable insights into customer behavior and preferences.
Additionally, some call centers provide services such as appointment scheduling or telemarketing. Ultimately, the range of services offered by a call center will depend on the provider's capabilities and the specific needs of the business.
Contact us if you have any questions, we'll be delighted to answer them.
There are three main types of call centers: Inbound, Outbound, and Blended. In an inbound call center, the majority of calls are incoming from customers looking for assistance or information.
An outbound call center is focused on making outbound calls to current or potential customers.
A blended call center combines both inbound and outbound services, allowing businesses to provide comprehensive customer service support.
Additionally, there are also specialty call centers that focus on providing services such as technical or emergency support.
Each type of call center has its unique advantages and disadvantages, so it is important to select the right one for your business based on your specific needs.
Contact us if you have any questions, we'll be delighted to answer them.
A dialer in a call center is an automated system that makes calls to potential customers.
A dialer can be used for outbound campaigns, as it allows agents to quickly and efficiently contact large numbers of people.
Dialers typically have features such as predictive or preview dialing, which allow for higher call volumes and fewer dead ends.
Additionally, some dialers can integrate with customer relationship management (CRM) systems, making it easier for agents to access customer data.
By leveraging dialers, call centers can increase their outbound call efficiency and effectiveness.
Contact us if you have any questions, we'll be delighted to answer them.
Call centers rely on a variety of technologies to provide quality customer service.
Customer relationship management (CRM) systems are commonly used to store and track customer data, while advanced analytics solutions can be utilized to gain valuable insights into customer behavior and preferences.
Automated dialers enable agents to quickly contact large numbers of customers, while voice recognition and text-to-speech software help to streamline customer service operations. Additionally, call centers often use virtual phone systems or cloud-based technologies to provide communication services.
By leveraging these technologies, call centers can improve their efficiency and ensure that customers receive quality support.
Contact us if you have any questions, we'll be delighted to answer them.
In an inbound call center, the majority of calls are incoming from customers looking for assistance or information.
Agents in this type of call center focus on providing customer service support, such as answering questions and resolving issues.
An outbound call center is focused on making outbound calls to current or potential customers. This typically involves sales campaigns or customer retention initiatives.
Unlike inbound call centers, outbound call centers require agents to make proactive calls and initiate conversations with customers.
Blended call centers combine both inbound and outbound services, allowing businesses to provide comprehensive customer service support.
Contact us if you have any questions, we'll be delighted to answer them.
Austria
Denmark
Finland
France
Germany
Latvia
Netherlands
Spain
Sweden
Switzerland
United Kingdom
Global