Name: BellCloud
Author: BellSystem24

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

School Management

Education

Board Management

Business Intelligence (BI)

Collaboration

Digital Rights Management (DRM)

Risk Management

Enterprise

Accounting

Accounts Receivable

Budgeting and Forecasting

Subscription Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Build Automation

Cloud Storage

Data Fabric

Email Verification

Firewall Security Management

Fraud Detection

IP Address Management (IPAM)

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

IoT Security

Network Performance Monitoring

Network Simulation

Network Traffic Analysis (NTA)

Output Management

Platform-as-a-Service (PaaS)

SOA Application Gateways

Software Components

Software-Defined WAN

Web Content Filtering

Web Portal

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Blogging

Content Management

Email Marketing

Gamification

Local Marketing

Marketing Automation

Mobile Analytics

Product Sampling

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Video

Video Editing

Web Analytics

Website Builder

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Security Orchestration, Automation and Response (SOAR)

Security

Architecture

Last Mile Delivery

Legal Case Management

Nonprofit CRM

Physical Therapy

Roofing

Vertical-Specific

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BellCloud is a cloud-based contact center system developed by BELLSYSTEM24, Inc. According to the vendor, it is designed to enhance customer service and improve operational efficiency for companies of all sizes, ranging from small businesses to large enterprises. BellCloud caters to various professions and industries, including customer service representatives, contact center managers, sales and marketing professionals, IT professionals, and sectors such as healthcare and financial services.

## Key Features

**Cloud-Based Solution**: According to the vendor, BellCloud is a cloud-based contact center solution that offers easy deployment and scalability without the need for on-premises hardware. It enables remote work and distributed contact center operations.

**Multi-Channel Communication**: BellCloud supports voice calls, emails, chats, and social media interactions, providing a seamless customer experience. Agents can handle inquiries across multiple channels from a single interface, according to the vendor.

**Automatic Call Distribution (ACD)**: According to the vendor, BellCloud intelligently routes incoming calls to the most suitable agent or department based on predefined rules. This optimizes call handling and reduces wait times, potentially improving customer satisfaction.

**Interactive Voice Response (IVR)**: BellCloud features an IVR system that allows customers to navigate through menu options using voice or touch-tone inputs. This provides self-service options and frees up agents for more complex issues, as claimed by the vendor.

**CRM Integration**: According to the vendor, BellCloud integrates with CRM systems, enabling agents to access real-time customer information and interaction history. This integration enhances personalized customer service by providing agents with relevant information during interactions.

**Real-Time Monitoring and Reporting**: BellCloud provides real-time monitoring and reporting capabilities, allowing managers to track key performance metrics such as call volume, average handling time, and agent productivity. This enables data-driven decisions to optimize resource allocation, as stated by the vendor.

**Call Recording and Quality Monitoring**: According to the vendor, BellCloud offers call recording functionality for quality assurance purposes. Supervisors can monitor and evaluate agent performance, identify training needs, ensure compliance, and maintain service quality standards.

**Skills-Based Routing**: BellCloud supports skills-based routing, ensuring that calls are directed to agents with specific skills or expertise. This ensures effective issue resolution by connecting customers with the most suitable agent, according to the vendor.

**Outbound Campaign Management**: BellCloud enables contact center managers to design, execute, and track outbound campaigns, as stated by the vendor. It supports functionalities like automated dialing, campaign scheduling, and performance tracking for proactive customer engagement.

**Workforce Management**: According to the vendor, BellCloud provides workforce management tools to optimize agent scheduling, forecasting, and adherence to service level agreements. This helps contact center managers efficiently manage agent resources, improve productivity, and meet customer service goals.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

BellCloud

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

BellSystem24

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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BellCloud

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What is BellCloud?