Cloud Contact Center Cloud Contact Center

Customer Centric Contact Center

Fortified with enterprise-class, resilient architecture to enhance call agent productivity and provide excellent customer service. Equipped with automated interactions, advanced routing algorithms and workforce management tools, our contact center is 100% scalable, allowing the on-demand addition of agents and services based on call volume and seasonal demands.

Are you prepared for a Multi-Channel world?

More and more of today’s customers are relying on digital communications, like email, text*, web chat and social media, in order to interact with your business. Give your customers the flexibility to choose the method of contact that makes the most sense for them at any given time.

Enhance the Customer Journey

Manage Customer Expectations: Real Time

Provide first class customer service with live estimated wait time for each communication channel and queue position to let your customers choose their preferred channel.

Deliver Answers with Customer Profiling

Manage expectations, address and deliver on customers inquiries. With customer profiling, intelligent contact routing, and enterprise presence, achieve single transaction inquiries resolution.

Power the Digital Customer Experience

Empower your customers by offering them multiple communication mediums such as voice, email, web chat, fax, and social media while efficiently maintaining service levels across all media.

The way people communicate is changing

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90% of consumers will always check a website before emailing or calling a company (Source: Synthetix)
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25% of consumers utilize one to two channels when seeking customer care and 52% of consumers utilize three or four channels (Source: Ovum)
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79% of customers that had a negative experience with a company told others about it (Source: Harris Interactive)
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63% of online consumers said they were more likely to return to a website that offers live chat (Source: Forrester)

Agent Empowerment

Boost Productivity with Business Intelligence
OfficeConnect Contact Center delivers desktop productivity tools enabling agents and supervisors to make informed decisions and provide prompt service. Leverage a variety of monitors and dashboards to monitor availability, performance, forecasting accuracy, and historical data.

The Power of Prioritization: 20/80 Rule
Capitalize on your top 20% of your customers generating 80% of your revenue. Leverage your top agents to care for your first-class customers. Know who they are before initiating communication. Be one step ahead with a simple CRM Integration.

Return On Investment Optimization

The Real ROI comes from Customer Satisfaction.

Achieve higher standards through quantifiable business results access, extensive analytics, lower overhead costs, remote agents support, workforce management optimization.

Promote Cost Control. Scale your workforce.

Accelerate time to value, new revenue generation and rapid growth – beyond the limit of your facilities - with remote agents.

Leverage accessibility and convenience through self-service

Increase customer satisfaction through empowerment. Easy 24/7 access to information and services.

Build Reputation Management

Timely manage, control, and address social media forums to strengthen your brand and new customer acquisition programs. Our solution delivers integration with third-party social media monitoring applications like Imooty, Trackur, and BizVu Social.

*=Will be available in future release.