MiCloud Engage Contact Center

True “over-the-top” multi-tenant Contact-Center-as-a-Service (CCaaS) that’s always-on, highly secure, and instantly scalable. Quick and simple to implement, integrate and operate within your existing environment, MiCloud Engage Contact Center delivers advanced contact center capabilities that will increase both agent and customer satisfaction.

MiCloud Engage Contact Center Benefits
Deliver Better Customer Experiences
Allow customers to engage with you on their terms using the media and device of their choice including phone, email, chat, SMS, and Social. Increase first contact resolution by intelligently routing contacts to the best agent, every time.
Increase Agent Efficiency
Agents can support simultaneous interactions on a variety of channels through a unified desktop or through an embeddable toolbar to work directly from within your CRM. Fewer applications to switch between means greater agent productivity and the ability to support a higher volume of interactions.
Simple, Scalable, Reliable and Secure
Easy to deploy “over-the-top” of your existing environment saving you precious time, money and resources. Deployed on AWS, MiCloud Engage Contact Center offers instant scalability and high availability along with global compliance, data privacy and residency requirements.

Is this product right for you?

Real results from customers

  1. Saved $1.2M in their first year compared to a premise system
  2. Onboarded 100 new agents and 227 toll free numbers in 15 days
  3. Reduced staff by 37%
  4. Improved response times by 600%
  5. Achieved an NPS of 88%

Virtual Contact Center

Deploy agents anywhere in the world with the tools to enhance workforce productivity and availability with no hardware required.

Performance Management

Make sure every decision within your contact center is based on current and actionable data with real-time dashboards, historical reports, and business analytics. Display contact center metrics such as call volume, service level, handle time, and wait time over any given time-period for data-driven decision making.

Simplified Agent Experience

Choose the agent workspace that fits your business. Agents can support simultaneous interactions on a variety of channels through a unified web-based desktop with integrated customer contact management or through an embeddable toolbar to work directly from within the CRM.

How it all works

MiCloud Engage Contact Center uniquely solves the cloud contact center industry’s two biggest problems, call quality and call latency. By treating the call with media gateways in the cloud and using API commands to queue and route calls, we’re able to reduce the number of call legs by up to 50%. Since calls never leave the media gateway, your customers will experience better performance and your company will experience a significant savings in monthly telco fees.

Design with Ease

Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows without complex programming. Quickly develop interaction flows using re-usable templates provided or create flow templates unique to your business.

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Applications

  • Omnichannel Contact Routing Engine
  • Real-Time and Historical Reporting
  • Interaction Flow Designer
  • Web-Based Administration
  • Web-Based Agent Desktop & Toolbar
  • IVR
  • Call Recording
  • Workforce Management

Features
    • Multi-tenancy
    • Data-Driven Skills-Based Routing
    • Voice, Chat, SMS, Email, Social Media, and Work Items
    • Voice over PSTN, WebRTC
    • Advanced interaction flow design
    • Customer callbacks
    • Self-service IVR
    • Text-to-Speech

    • Agent scripting
    • Silent monitoring / barge-in
    • Standard & customized reporting
    • Call Recording
    • Standard & customized CRM integrations
    • Integrated Workforce Management (WFM)
    • Disaster Recovery & Overflow Service

Interested in purchasing this for your business?

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