A tailor-made virtual contact center that meets evolving business needs
Transform customer service into a unique experience with Voximplant Cloud Contact Center
You no longer have to worry about overextending your capacity. The service is scaled in real time according to the volume of interactions. Moreover, our infrastructure is located on 5 continents for the best quality in real-time communications. It also supports call processing in 200 countries.
Unlike on-premise solutions, switching to cloud service can be done with modest spending. With Voximplant, you select only the features and options you need and pay-per-use. There are no hidden fees. Needless to say, it will create significant cost savings down the line since there are minimum operating costs.
Some customers would like to contact you in other ways than by phone calls. The software helps you integrate different communication channels. Experience the ease of building a contact center with a wide range of flexible features and customizable business processes. In addition, API integrations and our very own SDKs are at your service.
Here are a few simple steps to build your own virtual contact center
Add users to your workspace and specify their roles. Create an application as explained in the ”Apps, Scenarios, Rules and Users” tutorial.
The rate of first call resolution (FCR) can be improved if a caller gets connected to the right operator. If the agent possesses the appropriate skills and knowledge, not onlywill it make the customer happy, but it will also reduce the load on the center.
The call center has no constraints on the number of calls processed. It will have no negative impact on call quality. Combined with the routing functionality within the call center software, you can quickly distribute incoming calls to operators.
Allow your customers to contact you in any way they prefer. Also, you canintegrate other platforms and seamlessly switch between channels. For example, shift from call to chat if it accommodates customer needs better.
The solution can be integrated with a contact database or CRM to provide the context for your agents. If the system recognizes a caller, an operator can see the relevant information.
Expand your footprint by purchasing international numbers or porting yourexisting ones. Your staff can reside in different regions to support interactions in many languages and at all times.
Keep track of such key metrics as the rate of answered, missed andabandoned calls, average wait time, call duration, etc. Also, you can monitor thecalls remotely in real time. By gaining detailed insights, you can work towardimproving the quality of your service.