Call Center as a Service
Provide superior customer experience and service with Call Center as a Service. Integrated with Hawaiian Telcom’s Hosted Voice solution, Call Center as a Service provides a scalable call center solution that is easy to deploy and use. Hosted in the cloud, it eliminates up front equipment costs and easily scales as your call center grows.
Next-Generation Call Center Control with the easy to use Call Center web-based client.
- Anywhere agents – Your agents are no longer tied to a single location; easily monitor and manage local and remote agents.
- Flexibility – Automatically re-route customer calls to an alternate call center or site to during peak hours, holidays or if your primary site is not reachable.
- Powerful single view Supervisor and Agent dashboard – Intuitive and easy-to-use web based client portal allows easy management of call queues, monitoring and reporting.
Call Center Quality Assurance for a superior customer experience.
- Quality monitoring – Monitor calls in real-time and view call statuses, call queues, agent activity and agent availability.
- Enhanced Reports – Compare metrics for key performance indicators to measure against your call center goals.
- Call analytics – Monitor, identify and evaluate interactions to enable problem identification and process improvement.
- Agent scoring – Evaluate, coach and improve your agent call handling performance.
- Flexibility to grow and provide an exceptional customer experience at a fraction of the cost of premise-based systems.
- Cost Effective – No upfront CapEx spend. All call queuing is handled in the cloud, reducing your trunking costs. Eliminate application obsolescence issues and allow agent flexibility with support for home-based agents.
- Scalable – Manage seasonal Call Center staffing with the ability to easily add agents and supervisors.
- Full Feature Set – Features include configurable call routing capabilities, call recording, advanced IVR solutions, quality management call mining, reports and call center analytics allowing for total management and control of your call center.
To find out more about Call Center as a Service, contact us today at 643-0934.