Our Technology

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Our Technology

A cloud-based contact center environment means that the locally needed IT resources are minimized. By moving the IT infrastructure off your site, you can focus on the core business competencies instead of implementing and maintaining multiple hardware and software applications. Using cutting edge technology, CloudAgents has the ability to provide a scalable architecture and a unique assessment system that has the ability to monitor and analyze key performance indicators real-time. By adopting the most sophisticated and up-to-date tools and procedures that currently exist, CloudAgents can assure you that its application is secure and private.

 

CTI Contact Centre Systemscallc-ca

CloudAgents manages customer contacts in VoIP based CTI (Computer Telephony Integration) contact management systems, the secure availability of which is ensured in a redundant architecture.

Services of the applied VoIP based call centre systems

  • IP branch exchange
  • Interactive Voice Response (IVR): automatic voice menu system
  • Inbound Call Routing with Automatic Call Distribution (ACD): to optimally distribute inbound calls
  • 400 VoIP based work-at-home stations, which is expandable if necessary
  • Agent Management: on the web configuration surface
  • Workforce Management facilitated by the Supervisor Interface
  • Predictive Dialling, Power Dialling functions
  • Quality Monitoring: for quality assurance

Characteristics and services of the technology

Integration

  • Computer integrated database and call controlling
  • Image and voice indication
  • Full control over calls (e.g. call transfer, call hold)

Automatic dialling

  • Manual, Power and Predictive mode
  • The predictive dialler increases performance by eliminating dialling and waiting time
  • Operators’ productivity and time spent on the line is maximized
  • The intelligent dialler is adapted to the campaign 

Voice Interaction Routerman2-ca

  • Outbound and inbound calls at the same time (call blending)
  • Forwarding inbound calls to the most qualified operators
  • Priority and skill based call allocation (skill based routing)
  • Service level (SLA) monitoring
  • Call transfer based on caller ID or button code (DTMF) 

Real-time statistics and monitoring

  • The supervisor sees the full call process and loading
  • SLA control
  • Integrated historical statistics
  • Detailed and aggregate operator and campaign performance reports 

Voice recording and listen-in

  • Immediate listen-in modes: Silent, Trainer and Conference mode
  • Voice recording
  • Recorded conversations can be screened based on operator, time, campaign or dialled number
  • Automatic voice download 

IVR (Interactive Voice Response)

  • Customizable greeting texts and voice replays
  • 100% parameter definability on the online surface
  • Voice mail system
  • Timed IVR (management of open hours, bank holidays, other dates) 

Remote work integration

  • Work is possible from any location
  • In case of meeting technical and quality criteria, registered operators can connect from any point of the world
  • Call centre performance may be monitored from abroad or even home 

Online administration

  • Full IVR setting and management
  • Skill-based routing management
  • User administration
  • Enquiry of statistics and reports according to the appropriate authorizations
  • Downloading and archiving voice recordings through a secure data connection
  • Efficiency and loading indicators
  • Script programming and quick modification option

System Level Data Security

  • Redundant data storage and backup
    All data are simultaneously stored on redundant servers in order to prevent loss.
  • Encrypting
    All connections between the customers and the central system are protected with SSL encryption.
  • Firewalls
    Paranoid firewall rules protect the large amount of confidential data stored in the central system.
  • Physical protection
    Our servers are located in ISO 27001 certified Data Centers, where the physical protection of the devices is ensured with dry extinction fire protection and closed circuit video surveillance.
  • Sophisticated access management and authorisation system
    Our customers can precisely define who can access what and from where. Applying individual password rules, it can be determined how frequently passwords need to be changed and what safety levels the passwords must reach.
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