In today’s digital age, the definition of customer experience has changed. Expectations of what it should be are higher than they have ever been. Your customers are no longer content with the nine-to-five regiment. They expect to be able to connect any time, day or night. They expect the freedom to choose which communications channels to interact through. They expect to receive answers instantly through seamless digital interactions. And with a cloud-based contact center, they will.
Data-Driven Skills-Based Routing
Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
Speech Recognition and Text-to-Speech
Expected wait time and position in queue announcements and web display
Customizable real-time dashboards
Standard and custom historical reporting tools
Omnichannel case management
Outbound dialing and messaging
Scheduled and real-time callbacks
Agent/Supervisor instant messaging
Silent monitoring / barge-in
Built-in Call Recording
Integrated Quality Monitoring
Built-in Workforce Scheduling
Integrated Workforce Management
Standard & customized CRM integrations
How you communicate with customers and partners says a lot about your brand. With MiCloud Flex Contact Center, you’re sending a message that says we’re flexible, available, reliable and simple to work with.
Omnichannel skills-based routing of incoming customer calls, emails, chats, SMS texts, and social media ensures that customers will be serviced quickly and effectively. If no agents are available, contacts are queued, provided treatment options and routed to the best skilled agent when one becomes available.Download Brochure
Leverage an intuitive drag-and-drop interface to create sophisticated interaction flows without complex programming. Provision agents, groups, skills, queues, announcements and more within a single administration interface.Give managers the tools to measure, optimize, and drive world class operations.
There is no doubt that 2020 will be an exciting time. Providing a personal, omnichannel customer experience and choosing the right technology and is key to success. Read Contact Babel’s UK Contact Centre Decision Makers’ Guide 2019-2020 to help guide you through some of the considerations when creating and implementing your CX Strategy.Learn More