Customer service and interaction are no longer confined to a call center where operators answer the phone. DataTel Cloud has seen the market evolve over the past few years where end customers are utilizing a wide range of services including email, social media, and IM to interact with businesses. That’s why we’ve built a Cloud Contact Center solution with our partners that enables businesses and their customers to enter this new era.
DataTel Cloud’s solution is based on the Telax Contact Center solution that was built to offer CRM integration, Multi-Channel interaction and many other advanced features to boost business and call center performance and provide end customers with the best possible experience. Our analytic and reporting software allows your customers to better understand how their center is performing and the ability to make real-time changes to improve agent productivity.
Another cloud benefit is that service can be rolled out to numerous locations with no additional hardware costs. Combined with a competitive service price, this brings clear financial value to your customers while increasing your potential revenues.
Multi-Channel Chat, Email, Social Media, & SMS Queues
For a steady, managed flow of communication, our Cloud Contact Center solution allows customers to contact your business via chat, email, text, and social media.
Inbound & Outbound Voice Queues
With a Cloud Contact Center solution, business agents have the ability to easily handle all call types. Even more, agents (based on their skill set) can be configured to receive a variety of inbound and outbound voice calls.
Click-to-Call & Automated Call-Back
Businesses can improve customer service by providing customers with the ability to click-to-call, and receive a call-back. With our automated call-back feature, customers have the ability to receive a call-back instead of waiting on hold for the next available agent. With click-to-call, businesses can offer a call back service with the simple web click.
Automated Threshold Email/SMS Alerts
Automated alerts enable contact center supervisors to receive automated email or SMS alerts if a service level threshold is crossed.
Live Monitor, Whisper, Barge-in
Businesses can now monitor live agents and customer interactions with Live Monitor. Users will be able to see the real-time status of their call center agent, ques, IVRs (Interactive Voice Response), and more. This improves customer experience with whisper and barge-in features.
Users will also be able to receive customized reports in a matter in minutes with our reporting tool. At DataTel Cloud, we understand that no two businesses are the same and with the cloud solution we provide, they have the ability to create custom reports to receive the data they need to effectively manage their contact center operations.
The way businesses set up and manage their interactive voice response is crucial to the successful management of customer communications. Our cloud service provides businesses with the ability to design their IVR requirement and advanced IVR features. At DataTel Cloud, we have advanced announcement and bulletin features in both the IVR and Queues.
Maximize Revenue with Intelligent Skills-Based Routing
With Intelligent Skills Based Routing, users will be able to provide a rewarding, cost-effective customer experience every time. With the ability to connect callers quickly to highly skilled agents, businesses can maximize every revenue opportunity.
Decrease Cost and Boost Productivity
Compared to traditional hardware-based systems, our Advanced Hosted Contact Center offers more functionality at a fraction of the cost. By leveraging the “cloud” model, the Hosted Contact Center delivers a fully customizable, easy to use call center solution. This allows users to develop new business models by incorporating multiple sites and remote working.
Click-to-Call & Automated Call-Back
Businesses can improve customer service by providing customers with the ability to click-to-call, and receive a call-back. With an automated call-back feature, customers have the ability to receive a call-back instead of waiting on hold for the next available agent. With click-to-call, businesses can offer a call back service with the simple web click.
Enhance Agent Productivity
Businesses can greatly enhance agent productivity by providing the best practices for resolving customer issues using our flexible, workflow agent scripting tools. Agents also have access to a variety of in-call capabilities such as the ability to conference in a supervisor and receive important caller information through CRM screen pop-ups, all delivered through simple tools and real-time dashboards.
Management & Reporting
In a dynamic and evolving Call Center, it’s crucial to access real-time information. At DataTel Cloud, we offer an extensive set of customizable reports, alerts, and dashboard widgets to ensure supervisors have the critical information they need at their fingertips.