When intense reporting metrics and agent-management tools are required, upgrade to Connection Telecom Hosted Contact Centre.
Connection Telecom Hosted Contact Centre offers the addition of a powerful agent management, and reporting platform, to the Connection Telecom engine. Comparable with the impressive feature-set one would expect to find in a leading call centre solution, Connection Telecom Hosted Contact Centre is cost effective, rapid to deploy, and easy to scale up or down. Whether it involves increasing the number of agents, expanding office space or moving premises, gain agility for your call centre by choosing the Connection Telecom Hosted Contact Centre.
Why Connection Telecom Contact Centre?
- Is your business receiving a large volume of calls that your existing agents are unable to handle?
- Does your business rely on customer service support, which means the duration of calls are longer?
- Are you increasing the number of agents, expanding office space or moving premises?
- Do you require real-time data on call traffic, lost calls, agent answer behaviour and other business metrics?
- Do you require calls to be recorded?
Hundreds of Features
Our virtualised, distributed hosting infrastructure allows us to offer a flexible and seamless expansion to accommodate customers’ growth, whether it involves increasing the number of agents, expanding office space or moving premises. Connection Telecom customers gain agility by taking on our hosted platforms. Simply unplug, move down the road and plug in again, provided there is quality connectivity.
Includes comprehensive ‘search and listen’ on the web.Recording can be done for all calls, a percentage of calls,or on demand at the start of a call. Storage duration can be set for up to 365 days. NOTE: Call recording incurs additional costs for recording and storage.
QueueMetrics monitoring and reporting
Compute over 150 metrics with this world-class call centre reporting and real-time monitoring suite. Get real-time data on call traffic, lost calls, agent answer behaviour, area codes, agent sessions and much more. You can also configure and report on your own business metrics.
Automatic call distribution (ACD) queues
- Calls on high priority queues are delivered first.
- Smart queue routing of incoming calls.
IVRs and auto attendants
Messages for various options can be uploaded via the web interface – e.g. ‘One for sales, two for support.’ Remote changes can also be made through dialling into the IVR admin access number.
What equipment, network, and connectivity are compatible with Connection Telecom Hosted Contact Centre?
Choose your preferred device from leading headsets, handsets, smartphones, PCs or tablets. Then let the connectivity team at Connection Telecom help source and implement dual network links into your call centre, giving you high availability access to the Connection Telecom cloud.
Gain agility for your call centre with Connection Telecom Hosted Contact Centre