Cloud Contact Center

Discover what the Cloud contact center can bring to your business

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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.

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...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.

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... 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

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With local and international geographic numbers

Choose if you want to port your usual number, or if you prefer a new one from the state or country you want. We’ll be delighted to give it to you!

With special numbers

We can also port your toll-free or premium rate number, or give you a new one if you don’t have one. It will be the main number of your Cloud contact center.

With access trough an App or the Web

You will also have an App and Web where you will be able to access your Cloud contact center.

Integrates an efficient ACD cloud solution

An intelligent call management

You can set up your Cloud contact center in the most efficient way thanks to IVR, which will pass calls through call queues, and ACD, which will smartly assign those calls to agents.

IVR

IVR (Interactive Voice Response) will manage calls through personalized automatisms with greetings, set of options, and much more. It will also allow you to establish different criteria to apply depending on dates, times, or languages, among others.

Call queues

After the IVR operates, calls will be passed to a call queue with music on hold in case no agent is available. This functionality divides the number of calls handled by the Cloud contact center according to the traffic while the agents are busy.

ACD

It is now the turn of the ACD (Automatic Call Distributor), in charge of categorizing and dividing incoming calls according to each agent’s abilities, priorities and availability. This is configured previously to the liking of the Cloud contact center manager.
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 The Cloud contact center agents have absolute mobility

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Your agents will log on wherever and however you want.

WebRTC technology allows agents to session from anywhere in the world, and from the device of their choice (computer, mobile phone, or tablet). This can become an opportunity for anyone who wants to have agents in different countries and even to work from home.

No need for phones, installments, or investment

Cloud contact center agents will be able to work from a computer (with headphones), a mobile phone through an App, or from the tablet. Additional devices such as SIP trunks or IP equipment are no longer required.

The new VoIP telephony: The WebRTC

WebRTC is an Open Code technology developed by Google, which is knocking down VoIP phone systems by leaps and bounds. In addition to the mobility it offers thanks to the fact that it allows you to connect from any device, anywhere, its HD audio quality is outstanding.

 

The cloud contact center allows you to make outgoing calls

Your main virtual phone number will be the one shown when calling

The virtual agents will call from the device they prefer showing the Cloud contact center header phone number. Whether you have different local or international numbers, you will be able to choose which number you wish to be shown for each call.

Outgoing calls monitorization

You will have total control over your Cloud contact center as the outgoing calls made by your agents will be monitorized. You will have access to these recorded calls whenever you want.

Really competitive prices

We offer you the best prices to make outgoing calls, both for local landlines and cell phones, as for international numbers. Take advantage of WebRTC technology!
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Find out the price of your Cloud contact center

Which instruments will the supervisor have to manage the Cloud contact center?

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Monitoring

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App for desktop , cell phone and tablet

Thanks to the simple and intuitive interface that the supervisor will have, it will be possible to collect the main variables of the Cloud contact center in real time.
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Call transcription

While agents talk to customers, the Cloud contact center supervisor will have access to a transcription of the content of the live conversation. The language of the transcript can be chosen.
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Listen to calls

In addition, the Cloud contact center manager will be able to listen to every call in real time.
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Activation and deactivation

The supervisor, according to his convenience, will be able to log in or log out virtual agents in a simple and fast way.
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Interaction with agents

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Direct Chat

The supervisor will be able to maintain conversations with his agents through an internal chat at any time he wants.
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Whispers

When the supervisor wants to intervene in a cloud contact center conversation, he can “whisper´´ to the agents giving them additional information. This will help the agents when they need it, and the supervisor will be reassured that they are doing their job correctly.
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3-way calling

The Cloud contact center allows you to open a three-way conversation involving supervisor, agent, and caller. This action will be carried out by the supervisor.
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Call recording

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Call recording

All calls from the Cloud contact center can be recorded, either incoming or outgoing (even when the call has already been initiated). This way, the supervisor will be able to access them whenever he wants.
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Kind of recorded calls

You choose which calls you want to be recorded, and which ones you don’t. You can set it according to different criteria: The agent that manages the call, important clients, etc.
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Statistics

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Evaluate your calls

Analyze the statistics of the calls that the Cloud contact center puts at your disposal: missed calls, average waiting time, calls by Call Center agent, etc.
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On live

Decision making will be much easier for the Cloud contact center supervisor since statistics will be available on time. It is also possible to export them to both, Excel and Word.

Do you have any questions? Contact us

Adventages of Fonvirtual Cloud Contact Center

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No investment

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)

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Efficiency

Your Cloud contact center will be efficiently managed thanks to our ACD system,  which is based on call queues, IVR and more features.

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Simplicity

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.

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Innovation

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.

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Mobility

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.

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Scalability

Our Cloud contact center allows adjusting the number of agents to the immediate needs of your Call Center, scaliting the number.

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Steady

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.

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Experience

We provide an optimized and adjusted service to all our clients thanks to years of experience and our cients’ trust.

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Fiability

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

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Greetings

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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.

Welcoming

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”)

Busy

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.

Holidays

Finally, including messages for the holidays is also very frequent. The message will inform callers when they can contact us again.

 

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Call forwarding

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Cloud contact center incoming calls could be transferred from one agent to another rapidly and easily. This way, the agent who is transferring the call will be available again to answer other calls.

There are two types of call transfer:

Attended 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.

Unattended transfer:

The call is directly transferred to another agent with no need of communication or neither asking for permission.

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Vip lists

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There is the possibility to provide personal care to special clients. If we wish special clients to avoid the regular Cloud contact center services, it is possible to set up a VIP list or a whitelist where we will include the phone numbers we want to give priority to. Numbers on this list will speak directly to an agent, they will not have to wait on a call queue or it is possible to allow them calling even out of hours.

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.

 

 

 

 

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IVR

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The IVR is one of the main components of the Cloud contact center, that allows distributing incoming calls among different departments. Furthermore, it is user-friendly and it is very efficient for call distribution. (“If you wish to speak with the accounting department, press1, Marketing, press 2”)

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.

 

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Call queue

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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.

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Calls transcription

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The supervisor will immediately receive a transcription of the call’s content in an email. The transcription is available for different languages and it provides immediate information to the Cloud contact center supervisor.
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Call recording

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Call recording will give access to all Cloud contact center agents’ conversations. It works for both incoming and outgoing calls. It is particularly useful for the supervisor since it enables finding a specific piece of content in a determined conversation. This tool is fundamental for call managing.
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Voicemail

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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.

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Origin filter

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This feature allows treating the call differently depeding on where it is coming from. Besides the smart management, the Cloud contact center does when it assigns calls to agents, this filter enables a previous and automatized call management based on some parameters. For instance, if the company regularly receive international calls, it will be possible to establish a specific set up for calls from France so they would always be assigned to French speaker agents.
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Schedules

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Establishing different set ups depeding on the calendar and the schedule is very useful. Most common times frames are these four:

Work hours

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.

Holidays

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”.

Vacation

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”.

 

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Call ID

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Identify where are calls coming from is always an useful tool to help agents with their performance. Let’s imagine an agent who answers calls from two different call queues, Sales and PR.

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.

 

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Statistics

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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