مؤسسة الحديثه العالمية للاتصالات وتقنية المعلومات
Cloud Contact Center
Cloud contact center is among the most important modern tools that companies rely on to better communicate with their target customers, whether for various commercial activities or governmental and non-profit institutions.
Recently, call centers have become an urgent need for establishments that need to make and receive many concurrent calls.
Therefore, many call center systems enable companies and establishments to make and receive high-quality calls and provide better service and technical support to customers and users.
Now. You can use your landlines, mobile lines, and your unified number to have a professional call center system.
Many commercial activities, governmental and non-profit establishments, and charitable institutions establish a professional call center for many purposes.
Call Center creation reasons differ from an establishment to another according to each one objective and size.
We can mention the most popular reasons and objectives that make companies establish their call center through some points briefly as follows:
There are many cloud call center advantages that you get by using this professional cloud system. Some of these advantages come by using the systems themselves, and others come as additional features by integration with other systems. Here, we can mention the most popular cloud call center advantages for your business, through some points briefly as follows:
The latest call centers enable you to monitor call center staff performance in detail and regularly with many technical features.
Advanced systems allow you to monitor the customer service staff performance, starting by receiving calls, interacting with the customers, answering their inquiries, solving their problems, and even ending the calls.
This system also provides the call center managers with many other details about the staff performance during their working hours, such as:
Generally, advanced cloud call center systems help managers monitor, evaluate staff performance and then develop it through:
You can connect the cloud call center system to some systems that provide you with high-performance technical features and help you accomplish many tasks faster and at lower costs.
You can connect the call center system to the softphone application, and then you can make and receive your business calls with your mobile phone.
You can also link this system to the customer service management system “CRM” and ERP system via API Integration.
The cloud call center system provides you with a call recording feature. Then you can listen to the recordings to know the customers’ problems and needs and evaluate and develop the customer service employees’ performance.
You can also benefit from the call forwarding feature by diverting outgoing customer calls to a specific department or employee according to the caller’s problem, number, or other considerations.
Cloud contact center systems allow you to run a professional contact center online and remotely.
Then you can make and receive your business calls remotely from anywhere around the world without being in your business office.
This system allows you to hire customer service agents to work remotely without being at the workplace, as this system runs cloudy and does not require any complicated installations.