Cloud Contact Center Solution for Every Business Size

The following features are provided as a part of the hosted cloud call center solution – Interactive Voice Response (IVR) – A sophisticated IVR solution is provided to help callers navigate to the right agent who can find the right answer for their specific queries. Call Forwarding – Agents can seamlessly forward calls to an agent in another department. Call Transferring – Enable the seamless call transferring to an agent who is available. Call Conferencing – Cloud contact center solutions enables multi-agent call conferencing for faster query resolution. Call Recording – Record all calls for quality checks and analysing agent performance. Skill-based Routing - Transfer incoming calls based on the skill of the agent to resolve queries expediently.

Call center solutions facilitate direct routing to available agents, with real-time updates on wait-time and customized music. By leveraging robust cloud call center solutions, calls are always answered quickly and directed to the right agent with the right capabilities. This enhances the caller journey and increases customer satisfaction with the call-in experience, with better connectivity delivered.

Call center solutions offer the following features - Track numbers and call details – Agents gain access to relevant caller details, such as name, phone number, and call duration. Fast call routing – Initiate a call route to the best available agent at the fastest time. Helps in saving space and cost– Organizations can launch a cloud contact center solution with minimal investment in infrastructure. Enhances customer experience – With real-time updates and efficient call-in from the agents the company can ensure better customer experience hence the loyalty.

IVR is the acronym for Interactive Voice Response. It is an automated technology for the phone system that facilitates incoming callers to get information via a pre-recorded voice response system. In IVR the caller does not need to speak to any agent. Rather by using the recorded menu option vial keypad selection or speech recognition the inbound call is routed to the concerned department or specialists. Since this is a cloud-based system it is available 24/7. In case of an outbound calling a text is converted to speech or pre-recorded message is sent to the many people and the caller is then required to provide or interact regarding the call by choosing an option. This is an IVR’s function for outbound calls.

A majority of your telecalling operations can be managed by leveraging comprehensive contact center solutions. Through automation and minimal investment, SMBs, startups, and enterprises can drive greater call management efficiency and scale-up without worrying about downtime or investment. You can contact Knowlarity on our toll-free number (1800-419-0333) to access special offers designed exclusively for you.

The best contact center solutions offer the following key features – Customized professional messages to greet every caller Customized call transfer music library for smoother call experience Automatic routing and transferring Time saving through automation Cloud storage for all documents allows you to upload the customer files, agents’ details, and other call center data and documents on the cloud. With this feature the clients can easily send the files to the data server, which is maintained by the provider of the cloud service. These data can be accessed from anywhere by the person who has the required details to access it with a device that has the internet.

Inbound call centers manage incoming communication to an organization, in terms of calls, texts, emails, and live chat queries. A robust inbound contact center software is leveraged to handle the quantities of incoming calls, and to facilitate easy routing of all calls to the right agent. All questions can then easily be answered by the agent on-call, thereby resolving queries quickly.

Outbound call centers manage outgoing communication to potential customers and buyers. SMBs, start-ups, and enterprises engage with outbound call center firms to reach out to a targeted list of consumers, through calls, SMS, and emails. Based on the key objectives of the outreach campaign, the right outbound contact center solutions can be leveraged to gain more sales or receive customer feedback.

Inbound and outbound call center solutions focus on the following features – Inbound call center solutions focus on agent availability and effective call routing. They are designed to streamline the incoming call experience, through key solutions such as call whispering, barging, mobile apps, and CRM integration. Outbound calling has several features, chief among them being the dialler. There are three types - progressive, predictive and preview, which offer several advantages to organizations in terms of effectiveness. While inbound call center services ensure effective query resolution and brand building, outbound enhances outreach to new customers across portfolios.

There is no extensive requirement for moving to a cloud call center from a traditional one. Businesses can simply fill the form at our website with all the required information and apply for the same. Our sales expert will call you back to better understand your requirements and help to deliver the software in no time.