Call Center Solution
Cloud One Business Communication Suite provides a comprehensive inbound and outbound call center solution designed to enhance call center operations, incorporating our virtual phone numbers provided via cost effective SIP trunks to further improve capabilities.
Inbound Call Center Solution
Our innovative solution empowers your call center agents and supervisors to deliver an exceptional customer experience effortlessly.
Specifically designed to enhance operational efficiency, our platform streamlines communication, optimizes workflow, and improves customer satisfaction, making it the ideal choice for businesses looking to elevate their customer service capabilities.
What our call center solution in Kenya entails:
Cloud One Business Communication Suite features an integrated call center solution for businesses based in Kenya and beyond to cater to businesses of all sizes.
This all-in-one platform enhances call resolution, reduces employee workload, and elevates customer experiences with intelligent routing and unified tools. Plus, all users benefit from the same features without per-agent fees
The Best Customer Service with Advanced Call Center
With easy to set up IVR menus, call queues, and intuitive agent dashboard, managing calls is easy.
- Automatic call distribution with skill-based routing, priority queue, and more.
- Set flexible queue strategies.
- Provide automatic call back option during busy times
- Monitor active call traffic anytime at a glance.
Efficiently assist customers in the queue by providing helpful information like their position, estimated wait time, callback instructions, holiday greetings, and other personalized prompts. This ensures a smooth and enjoyable experience for them.
Easily spot queue traffic trends with a quick glance at the web-based Queue Panel, efficiently dispatch calls by simply drag-and-drop actions, and optimize agent staffing in real-time to maximize call center efficiency.
Course-correct agent behaviors easily through whisper coaching, silent monitoring, call barge-in, and call recording functionality..
A call center solution that never lose track of a missed call. With intuitive queue missed call list, easily label the follow-up status of your missed calls using tags, and enable agents to call back your customers with one click.
Auto-monitoring 17 key call center performance metrics and your predefined Service Level Agreement (SLA) on Wallboard. Receive real-time alerts when it reaches the threshold.
Help your agents grow and improve with actionable insights delivered directly from in-depth post-call surveys, customer satisfaction reports, and comprehensive per queue/agent performance reports.
Integrated call agent and Supervisor interface
To boost productivity in the fast-paced business environment of Kenya, enhance your agents' and supervisors' efficiency with a streamlined web interface that consolidates essential tools. The intuitive Queue Panel allows you to monitor queue activity, adjust agent statuses, and perform call actions like transferring and parking with ease.
- Monitor both active and waiting call activities in one glance.
- Utilize drag-and-drop functionality for call management.
- Gain a comprehensive view of agent availability and performance metrics.
- Access real-time tracking and display of queue performance metrics.
- Control feature access based on user roles.
Real-time Performance Tracking
Discover up-to-the-minute call center metrics and key performance indicators (KPIs) from the central call center Wallboard. All data are automatically calculated in real-time, daily, weekly, or monthly intervals for your in-depth call center monitoring, management & optimization.
- Track sum of all queues or
- statistics of individual queue
- 17 Key Performance Metrics
- Real-time Monitoring
- Flexible Calculation Time Frame
- Customizable Widgets
- Multi-screen Display.
Intuitive Reports, Easier Management
You can run targeted analysis of your call center data by customizing timeframe, agent, or queue selection. Share the real-time or historical reports with your team in graphical, downloadable formats, and schedule reports to be run periodically in the future.
Outbound Call Center Solution
Our outbound call center, exclusive to our contact center business communication suite customers, is designed to supercharge your proactive outreach efforts with advanced dialing automation and easy campaign management.
With a complete list of UC & C features, it drives your revenue growth through smarter, data-driven outbound strategies, especially beneficial for businesses operating in the unique Kenyan market
Drive sales and proactively support customers, all in one platform
Step up proactive outreach
Maximize campaign efficiency with 3-in1 auto dialers (Power, Progressive, and Agentless) to ensure every call counts.
Empower your teams
Centralize call list, contact details, call dispositions, and callback schedules in one convenient campaign call inbox.
Unlock actionable insights
Optimize operations with a campaign wallboard featuring key performance metrics, call logs, and more in one place.
Improve security & compliance
Operate confidently with a secure, reliable platform that adheres to global standards like GDPR and PCI, and more.
Speed Up Lead Generation with Automated Dialers
Cloud One BCS offers 3-in-1 auto dialer modes which reduce manual dialing efforts, allowing agents to focus on conversions and enhance the overall customer engagement.
Progressive Dialer Dials a call based on the agent's availability, ensuring a 1:1 agent-to-call ratio.
Power Dialer Dials multiple contacts per available agent based on the Dial Rate, eliminating the manual effort and improving outreach.
Agentless Dialer Transfers connected contacts to the pre-configured destination such as IVR or voicemail for maximized efficiency.
Unified Agent Workspace to Improve Operational Workflow
To maximize efficiency in outbound call operations in Kenya, equip your outbound queue agents with a unified and user-friendly interface that streamlines their tasks. The Call Inbox creates a specialized area where agents can oversee all their outbound calls, modify their status, and execute call functions such as answering or hanging up, all with just a few simple clicks.
- Active & waiting outbound call list in one view.
- Handle calls with simple, fingertip controls.
- Complete view of customer details.
- Label calls and add follow-up remarks.
- Scheduled callback, no opportunity is missed
- A holistic view of campaign details
- Dynamic campaign performance metrics
- Visualized summary of dial results & call disposition
- Call logs tracking and quick filter
- Agent status at-a-glance.
More features for better customer experience
Omnichannel Messaging
CRM Integration
Outbound Call Center
Get in Touch with Us
Reach out to learn how our inbound call center solution, enhanced by the Cloud One Business Communication suite, streamlines your business interactions.