Omnichannel Cloud Contact Center

Our client is a telecommunication industry leader with a dominant market position and an extensive range of customer services. They specialize in offering communication services, such as calls, video calls, and text messaging, tailored to the needs of small to medium-sized businesses. 👇Challenges They Have Faced: 1️⃣ High volumes of daily technical support requests from their customers 2️⃣ Lack of necessary software in the Sales department to effectively manage inbound and outbound communications

1️⃣Employee’s workstation 1. Queue Management 2. Various Devices Options 3. Work Performance Assessment 4. Working with an Expert 5. Conversation Scripts 6. Built-in Chat 7. Client Profile Information 8. Conference Rooms 9. Single Address Book 2️⃣ Supervisor’s workstation 1. Real-time employee monitoring 2. Statistics and Analytics of Calls 3. Workforce Management (WFM) 4. Speech Analytics 5. Quality monitoring of customer service 6. Employee Work Scheduling 7. Contact Center KPI 8. Wallboard 9. Outbound Calls

As a cloud contact center provider, the company achieved remarkable growth in just seven months, increasing the number of user organizations from 60 to 440, an astounding 7.3 times growth rate. 76% of users rated the service a perfect 10 out of 10 and were willing to recommend it, demonstrating high satisfaction levels and potential for continued growth.