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Call Centre Solutions

Cloud-based software to manage, monitor and control contact centres from anywhere.

A disaster recovery plan

​​Make customer service easy with a contact centre in the cloud

Call centres need a call centre solution with an extensive range of inbound call capabilities. A software-based cloud solution can do just that. With our contact centre in the cloud, you’ll manage and configure calls in an easy to use web portal.

An extension to our VoIP phone system, you’ll also boost the productivity of call centre agents and the overall efficiency of your contact centre. That way you’ll deliver a first-rate service to your customers. The system is entirely internet-based. You can also monitor and change the features of your call centre from anywhere in the world.

Intelligent call management

Give your customers the call experience they expect and deserve.

Enhance your call centre with our flexible solution

Hybrid workforce

Technology advances mean people can now work anywhere. As our phone systems are cloud-based, your agents can too. So, be an outward-looking employer and attract talent from far and wide. A hybrid working call centre offers the flexible working that the world’s workforce demands.

Eliminate costly hardware

Our cloud-based solution eliminates the need for expensive on-site hardware. That means reducing your capital outlay with no hardware or maintenance costs. So, you’ll save money but get more features and flexibility. It’s a no-brainer, really.

Fast-tracked escalations

If a caller wants to escalate, it can be uncomfortable for agents if there isn’t a quick way to get help. Support your agents with fast-tracked call escalations to more senior members of staff. You’ll give your team more confidence and also keep your callers very happy.

Greater insight

Knowing what is holding your call centre back is key to improving. Missed calls and poor handing can damage your business reputation. Keep your finger on the pulse and gather insight into training needs and resource gaps with historical and real-time data access, and customised reports.

Intelligent call distribution

With automatic call distribution (ACD), you’ll ensure calls are answered efficiently and get through to an available agent. This helps you manage large volumes of calls and avoids overwhelming your team. ACD also enhances caller experience and increases customer satisfaction.

Scalability on-demand

You can get absolute flexibility with a cloud-based phone system. That way you’ll only pay for what you need. It’s simple to scale up or down whenever you want. Our contact centre solution is also ideal for seasonal peaks and businesses that just grow, grow, grow.

Get the most out of our call centre features

Automatic Call Distribution (ACD)

ACD is a clever way of distributing calls that enhances the caller experience and improves customer satisfaction. Features include call queuing and routing based on customised instructions, recorded announcements, and on-hold music.

Interactive Voice Response (IVR)

IVR opens a whole set of opportunities for automating interactions that an agent would otherwise handle. It allows you to free up resources and better deal with large call volumes. That way you can automate out-of-hours messages, surveys, and credit card transactions.

Computer Telephony Integration (CTI)

CTI connects your phone system to other business systems, such as your CRM, to enhance the caller experience. This allows you to personalise calls by assigning a ‘usual’ agent to a caller or prioritising calls based on previous interactions.

Call Recording & Management Reports

 Our call recording feature makes it easy to record, store and access recordings from anywhere, at any time. This feature is perfect for monitoring and training staff. Meanwhile, our reporting feature will give you real-time insight into your call centre through customised reports.

Our cloud call centre solutions

 

Hosted Horizon Call Centre

An extension to our Horizon hosted telephony platform, Horizon Call Centre enables you to easily manage your call centre environments. It is simple to set up and configure through an easy to use Horizon admin interface.

 

  • Manage expectations with call queue messaging.
  • Automatically distribute incoming calls in the way you decide.
  • Monitor agents, statuses and queues with supervisor features.
  • Call escalations and emergency escalations help to quickly resolve more complex queries, leaving your agent free for the next call.

Akixi Call Reporting

​​Akixi call reporting provides features for advanced monitoring of agents and call control to help increase efficiency.

All displayed via an intuitive dashboard, Akixi 2000 gives you one place to monitor agents and join calls where needed. This makes it easy for administrators to manage call flows to agents.

Includes detailed reports with real-time statistics on:

  •  Call traffic
  • Agent activity
  • Hunt group lists
  • ACD agent list
  • Agent presence

Call Centre Solutions FAQs

What is a cloud call centre?

A cloud-based call centre is hosted on the internet, with no on-premise infrastructure. This technology uses VoIP telephony to provide greater flexibility in managing inbound and outbound calls.

Is the cloud as reliable as an on-premise solution?

Cloud offers many advantages over on-premise solutions. If something goes wrong with on-premise services an engineer would be required on site, involving time delays and costs.  A cloud call centre is more resilient with a team of IT specialists on hand to support issues remotely.

 

What costs are involved?

Hosted call centre solutions are bespoke. They involve one off implementation costs with recurring monthly user charges which can include call plans. 

Contact our friendly team for a quote on 0333 240 1824, or email us at sales@soconnect.com.

SoConnect provided EFM connectivity in our Dundee and Edinburgh offices, so we could invest in Horizon VoIP and facilitate better collaboration between staff and sites across Scotland and England.

Nadine Reilly
Thorntons Investments Ltd

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