Accesible from any location...
Do you want a local or international landline number? Your customers will contact you easily, and they will also be able to do it via Web, or from a mobile App.
...with the efficiency of an ACD cloud service...
Your Cloud contact center will be managed in the cloud with an ACD service and innovative WebRTC technology.
... agents with absolute mobility
Thanks to WebRTC technology, cloud contact center agents will be able to connect from anywhere in the world and from different devices.
Mix of years of experience and the WebRTC technology
Different ways to access your cloud contact center
With local and international geographic numbers
With special numbers
With access trough an App or the Web
Integrates an efficient ACD cloud solution
An intelligent call management
The Cloud contact center agents have absolute mobility
Your agents will log on wherever and however you want.
No need for phones, installments, or investment
The new VoIP telephony: The WebRTC
The cloud contact center allows you to make outgoing calls
Your main virtual phone number will be the one shown when calling
Outgoing calls monitorization
Really competitive prices
Find out the price of your Cloud contact center
Which instruments will the supervisor have to manage the Cloud contact center?
App for desktop , cell phone and tablet
Listen to calls
Activation and deactivation
Interaction with agents
Kind of recorded calls
Evaluate your calls
Do you have any questions? Contact us
Adventages of Fonvirtual Cloud Contact Center
Your Cloud Contact center will not require installation, neither IP phones nor equipment, thanks to the WebRTC technology. Agents will be able to log in and make and receive calls, just using any device (computer, tablet or smartphone)
Your Cloud contact center will be efficiently managed thanks to our ACD system, which is based on call queues, IVR and more features.
The supervisor as well as the agents will have a simple interface with everything they need for managing it intuitively on the computer, the smartphone or on the tablet.
Our Cloud contact center is the result of the knowledge and efficiency acquired among our years of experience, and the innovation of the latest technology, the WebRTC.
The ubiquity of agents and the supervisor is one of the greatest advantages of WebRTC, since agents will be able to log in to the Cloud contact center from anywhere in the world and from any device.
Our Cloud contact center allows adjusting the number of agents to the immediate needs of your Call Center, scaliting the number.
We provide our own equipment to ensure the Cloud contact center service working correctly. As a back up, there is also the possibility to transfer calls to landlines and agents’ cell phones.
We provide an optimized and adjusted service to all our clients thanks to years of experience and our cients’ trust.
The WebRTC requires fewer exigences than traditional VoIP in terms of data consumption and usage of wide bandwidt. This enables HD quality and a complete stability in the call. Forget interruptions during calls, metalic noises or delays.
The Cloud contact center is the solution for your total mobility
Discover all the features of our Cloud contact center
Greetings are recorded messages that whoever calls the company will listen to and will guide callers throughout the Cloud contact center. They are a great way to inform caller where are they calling to, which departments can attended their call, if the call is out of office hours or any other necessary explanation to manage better the calls. Almost every Cloud contact center has four greetings, although there may be greetings of any kind.
It is an initial message to communicate callers which company or Call Center Software they have reached out to. Once the company has been introduced, the caller is usually requested to remain in the call queue or the call goes directly to an IVR. The IVR enables callers to choose which department he or she wants to contact. ( “If you want to contact the Marketing department please press 1, for contacting Accounting please press 2”)
Messages to inform all lines are busy and giving the caller the option whether to leave a message or to try again later.
Out of office hours
Often companies establish different setups for different time frames. It is usual to include a message informing callers of the hours to contact the company. (“You can reach us from 9 a.m to 2 p.m and from 5 p.m to 7 p.m”). We should also give the possibility to leave a message in our voicemail so we can contact them later.
Finally, including messages for the holidays is also very frequent. The message will inform callers when they can contact us again.
There are two types of call transfer:
Prior to the call transfer, the agent who is initially answering this call, asks the other agent if he or she wishes to accept it or not, while the caller remains in a call queue with music on hold. The communication between both agents could be either to check the agent’s availability or whether it is necessary to comment any other eventuality.
The call is directly transferred to another agent with no need of communication or neither asking for permission.
On the contrary, there is the opposite which is the “blacklists”. These lists are for those calls, that we wish not to answer due to different reasons. These calls could remain at a call queue permanently. This way the call will never be answered, as well as if we set up a notification that all our agents are busy, just for those numbers.
The person who is calling will be able to choose the option that best suits the reason why she or he called. Once the caller has chosen the department he or she wishes to speak with, the ACD smart technology will assign the best agent for it depending on previously set skills.
The Call queue with music on hold is the Cloud contact center next step to the IVR. Once calls are categorized, it is necessary to size the number of calls the Cloud contact center can manage. The call will remain in a call queue with music on hold until there is an agent available, in order to avoid people hanging up the phone.
We recommend to include a voice mail, especially for those situations in which call were unattended because agents were busy, or because it was made after work hours or during the holidays.
The voicemail gives the caller the opportunity to leave a voice message and the reason of his or her call. Although, most people will hang up without leaving any message.
The voicemail immediatly inform you via mail when “the number 9xx xxx xxx has tried to contact you at 16:48″. In case the caller left a message it would be attached in the email as a Mp3 file.
It is a secundary feature that avoids missing calls.
The Call Center Software service will have a main set up that will remain active during work hours. It means, incoming calls will enter the system as usual. For instance, Monday to Friday from 8 a.m to 3 p.m and from 5 a.m to 7 p.m.
Out of work hours
The second time frame would be “out of work hours”. This time-space reffers to those hours that are not part of our work hours, including Saturdays and Sundays. Incoming calls received during this time frame will listen to a recorded message informing callers about what are the hours and the days when they can contact us, and giving them the possibility to leave a message in the voicemail.
We recommend to create a specific set up for local and national holidays. For example, January 1st callers will listen to a message similar to this one “Due to federal holidays for new year’s eve, our stores will remain closed today”.
Finally, for those vacation periods in which the company remains closed, callers will be informed about when they can contact us again. “We will remain closed till August 31st due to summer vacation”.
The agent will know from which call queue is the call coming from thanks to a short message that only the agent will hear when he or she picks up the phone. This message will say either “Sales” or “PR” so this way the agent will know what kind of assistance has to give. It is particularly useful gor those who receive calls from different departments but also for those agents who receive calls in different languages. Thanks to this feature agents will know in which language they have to answer the call.
The supervisors will have access to the Cloud contact center platform with their username and password, where they will be able to see different reports of call statistics.
It is not just a simple list of incoming calls. Out platform enables using filters to create different reports depending on the data you want to obtain. You will be able to obtain reports that include the period of time, days or months, in which
There are endless possibilities, you will soon see by yourself that the statistics instrument provides a great amount of information about how are Cloud contact center calls managed, what is the performance of agents, and what the weaknesses and strengths are.
Although it is possible to create any parameter related to incoming calls, we can highlight the following:
- Missing calls
- Incoming calls
- Overflow calls
- Saturated calls
- Waiting times
- Average conversational times
- Level of service
- Call distribution among call queue