Cloud Contact Center

The efficiency of your contact center accessible from anywhere in the world

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A multi-access system...

Your customers will be able to contact you through voice, video or messaging, through local and international landline numbers, via the internet, an app, email or Whatsapp.

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... manageable from the cloud...

Your Cloud Contact Center will combine our experience, the efficiency of our ACD Cloud system and the fexibility of WebRTC technology.

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... and global

WebRTC will allow agents and supervisors to connect wherever they go, no matter what device they use (computer, cell phone or tablet), and from anywhere in the world.

A personalized estimate for your Contact Center

A contact center with multiple features to help you communicate with your customers

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Local phone numbers

Fonvirtual can port your existing local phone number or give you a new one from any region you want.

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International phone number

Add international phone numbers from the country of your choice to your cloud contact center to give your business a worldwide presence.

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Intelligent Network Numbering

If you prefer a 900 or 902 number, we’ll make it a cloud contact center contact number.

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Click to Speak button

Customers will be able to contact you through the Click to Speak buttons on your website. They can call you for free and from anywhere in the world.

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WhatsApp API

The WhatsApp platform is integrated into your contact center so that agents can manage customer messages from a single software package.

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Video conferencing

Create video conferences with clients in the easiest way possible, without installations, from any location and using any device.

Any questions? Our agents will solve them

Add value to your communications and add features to your Cloud Contact Center

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Integrated with your CRM

Integrate your Cloud Contact Center with your CRM and centralize your customer information to gain efficiency in communications.

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Pay by phone

Make credit card transactions during a phone call. Receive payments from your customers through a PCI secure system.

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Google Data Studio

Get complete statistics for your cloud contact center with Google Data Studio and easily monitor your company’s phone service.

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Artificial Intelligence (AI)

Artificial Intelligence solutions are connected to your call center software, giving the ACD strength, optimizing resources and creating added value.

Herramientas del supervisor para una gestión óptima del Cloud Contact Center

Effective supervision

Multi-device interface, accessible from anywhere

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Transcriptions and listen to calls in real time.

Agent interaction

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Internal and direct chat with agents at all times.

You can provide additional information or become part of the call.

Call recording

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All calls can be recorded.

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You can set configurations to select which calls to record.

Statistics

Evaluation of calls: answered, missed…

Statistics available in real time and collected with Google Data Studio

Want to know more?

Advantages of Fonvirtual’s Contact Center

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No investments

WebRTC telephony allows the Cloud Contact Center Software to operate without any installations, IP phones, or new equipment. Agents will be able to make and receive calls from any device with internet access.

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Efficiency

Our ACD Cloud system allows the Cloud Contact Center Software to manage calls intelligently, offering numerous features such as queues, IVR, etc.

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Simplicity

Both agents and the supervisor will have a simple and easy interface with everything they need to manage the Cloud Contact Center intuitively from any device with internet access.

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Innovation

Our Contact Center combines the knowledge and efficiency provided by years of experience with the innovation of the new WebRTC telephony.

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Ubiquity

Agents and supervisor will be able to connect from any device, anywhere in the world, thanks to the advantage offered by the new WebRTC telephony.

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Scalability

Our Cloud Contact Center solution allows you to adapt the number of agents to the immediate needs of your contact center, scaling the number.

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Robust

Fonvirtual offers our own team to assist with the operation of the Cloud Contact Center Software at all times. As a back up, there is also an option to pass calls to your agents’ personal phone numbers or extensions.

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Experience

Our experience and trust earned by our many customers have influenced this optimized and adjusted service for all our customers.

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Reliability

WebRTC‘s advantages over traditional IP voice includes absolute call stability and HD quality. There will be no more interruptions during calls, noise or delays.

A Cloud Contact Center so you can work from anywhere

What other features can be configured in the Cloud Contact Center?

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Greetings

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Our customized main greetings are informative messages that are heard by callers when they first initially call. They help direct the caller by listing different options based on what they’re looking for. If the caller is making the call outside of business hours, the hours of operation will be listed and different options will guide the caller. Full PBX settings always contain at least four greetings.

Welcome
This is a welcome message that informs the caller about the company they are calling. For example, “You have reached Fonvirtual.” Depending on the PBX setting, this initial message might need a following step. It may need to guide callers through the different alternatives, such as “If you wish to speak with the accounting department, press 1. For HR, press 2.”

Busy
As a second option, it is always good to add another message that informs callers when all the current phone lines are busy. This allows the caller to decide whether he or she wants to leave a message or try again later.

After hours
For calls made after hours of operation, we recommend including the hours of operation so they know when to call back. For example, “Our customer service hours are from 7 am to 12 pm and from 3 pm until 5 pm.” You may also want to include the option to leave a voicemail message so you can call them back later.

Holidays
Lastly, it is also recommended to add a message with holiday hours of operations or office closures to specify when the office will reopen. For example, “Our offices will remain closed today due to the holidays and will reopen again next Wednesday.”

 

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Call transferring

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When an incoming call enters the PBX system, you may need to transfer that call to another extension without wanting to end the call. With call transferring, the initial extension can now transfer the call to a different extension and will now be available to answer other calls. The Fonvirtual Call Center offers two types of Call Transfers:

Attended transfer:
When an incoming call is received, the person who answers it will be able to communicate to other extensions at the same time. That way, they may ask the other person if they are available to answer the call while the caller is placed on hold. The idea is to consult the person who is going to receive the transfer first if they want to accept the call or not. With this feature, you have the choice to either transfer the call to the second line or answer the call now.

Unattended transfer:
This type of call transfer directly routes the call to another extension, without any previous consultation.

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VIP lists

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For clients you want to give special treatment to and don’t want them to have to wait on hold, there is the white list. That way, they can skip the whole process and be attended to immediately.

On the contrary, the black list is for callers you don’t want to receive calls from. This may be spam callers, annoying suppliers, prank callers or irritating telemarketers. We recommend putting them on the black list so that their calls will no longer be answered, or you can choose to put them on an endless hold with repetitive music. Regardless, their calls will not be attended.

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IVR

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One of the most useful PBX features is the IVR. This enables the distribution of incoming calls among different departments. That way, the caller is directed to exactly who they’re looking for. For example, the message may sound like this: “If you wish to speak with the accounting department, press 1. For HR, press 2.”
The only thing the caller has to do is press the number that corresponds to what they are calling for. Thanks to IVR, in most cases, we ensure that the call will be answered by the most adequate person first, based on the reason for the call.

There are many ways to divide a particular call. For example, we can direct the call based on department or by language options. For example, “For English, press 1. Para Español, pulse 2,” or by area: “For our New York office, press 1. For our L.A office, press 2.”

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Waiting on hold

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The waiting on hold in a queue with music is the next step for IVR. Once calls have been categorized, it is necessary to create a limit of callers for each type of call that can be managed in the Call Center. In order to prevent a caller from hanging up before they speak to an agent, the call waits in a queue with music until an agent is available to take the call.

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Call transcriptions

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The supervisor will immediately receive a transcription of any agent conversation via email. The transcript can be captured in different languages and provides immediate feedback to the contact center supervisor.

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Call recording

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Call recording gives access to all conversations made through the Call Center, both incoming and outgoing. It is particularly useful for the supervisor, as it allows them to find concrete statements made in any given conversation, which plays as a crucial tool for management.

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Voicemail

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Including voice mail is advisable, especially for cases where the contact center calls may not always be answered because an agent was busy, outside working hours, or because the call was received on a holiday.

Voicemail offers the caller the possibility of leaving a voice message with the reason for their call. However, most callers will not leave a message and will hang up immediately.

The voicemail box immediately informs you by email. For example: “the phone number 9xx xxx xxx has tried to contact you at 16:48“. In the event that a caller has left a voice message, it will be attached the message to the email as an MP3 file.

This is a secondary feature that helps you prevent missing any calls.

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Filter by origin

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This feature allows special treatment to specific callers. In other words, in addition to the intelligent management system that that assigns calls to specific agents, you can filter specific calls based on predetermined criteria. For example, if calls are regularly received from abroad, it will be possible to set up a configuration so that calls from France, for example, will hear a French speaker during the call or will be answered directly by someone who speaks French.

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Hours of operation

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The possibility to customize settings based on schedules and calendars is a customer favorite feature. We recommend having at least four different time frames set up for your customer service callers.

Office hours
The main setting should be during your office hours. For example, this setting could be from Monday to Friday, 9 a.m to 2 p.m, and then from 4 p.m to 7 p.m. Withing this time frame, your incoming calls will enter the system so that they may be answered accordingly.

After hours
The second time frame may be the known as “after hours”. Anytime before or after office hours are considered “after hours.” If an incoming call is made during this time frame, callers will hear a list of the correct office hours and are told to leave a voicemail message.

Holidays
We find it useful to create a message to inform callers during the holiday season that offices are closed. We recommend creating a setting for each particular holiday. For example, on the 4th of July customers may hear: “Due to Independence Day, our offices are closed today and will reopen again tomorrow”

Vacation
Finally, if the office will remain closed for an extended period of time, it is convenient to inform clients to not call during that time. For example, the message may sound like this: “Due to a scheduled vacation, our offices will remain closed from July 15th until the 30th.”

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Caller ID

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Identifying where the call is coming from is always useful when trying to identify a caller. Imagine an agent that is able to answer calls from two different call queues, e.g. administration and billing.

Right before answering a call, the agent will hear a short message, such as “administration” or “billing,” so they know what the topic of the call will be before they even answer.

This is especially useful for those who receive calls from different departments, so they can identify where the call is coming from. It is also applicable in the case of receiving calls in different languages, and thus directs the calls to the corresponding language, such as English or Spanish.

 

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Statistics

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Supervisors will have access to the Call Center Software where they are able to enjoy reports based on their statistics.
This is not just a simple list of received calls; our platform allows you to apply a large number of filters that will allow you to create different reports depending on the information you wish to obtain. You will be able to obtain reports that include time periods, days, or months, depending on the duration of the calls, and when these calls were made.

There are endless possibilities. You’ll quickly see that the statistics tool provides a wealth of information about how calls are handled in the contact center, how agents perform, and what their strengths and weaknesses are.

Although it is possible to trace any kind of activity about incoming calls, we can highlight the following:

  • Missed calls
  • Calls received
  • Overlapped calls
  • Saturated calls
  • Waiting times
  • Average speaking time
  • Level of customer attention.
  • Distribution of calls between queues
  • Level of attention per agent