Platform: cloud telephony
Phone systems in the cloud for a handful of desks, a full contact centre floor, or several sites and home workers at once. The same platform carries the dialler, the inbound queues and the office around them.
What you get
Queues, skills and overflow, with callers routed to the right team and agents blended between inbound and outbound.
Opening hours, menus, out-of-hours messages and routing by number, so every client's line is answered the way they expect.
Geographic and non-geographic numbers, with the right number presented for each client and campaign.
Calls recorded and kept against the customer's record, retained for as long as you and your clients need.
Agents on softphones or desk phones at home, on the same queues and campaigns as the floor, with the same reporting.
Extensions, transfers, voicemail and conferencing for management and back office, on the same system as the floor.
Scale
Seats are added as campaigns start and taken away as they finish, without new hardware on site. A new site needs a connection and handsets, nothing more.
Because the dialler, the queues and the reporting share the platform, a call is one record from the moment it is dialled or answered to the moment its outcome is returned to your client.
Tell us how your centre is laid out and what you run now, and we will set out what the move would involve.