Name: Cloud Call Centre
Price: 35 USD
Author: Smartcom Business Communications

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Finance and Accounting

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Wireless LAN

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Marketing Analytics

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The SmartcomDCX Cloud Call Centre is a software solution designed to enhance customer engagement and digital experiences. According to the vendor, this cloud-based platform caters to contact centres of all sizes, from start-ups to enterprise-level organizations. It is aimed at professionals in contact centre operations, customer service, sales and lead generation, debt collection, and fundraising. The SmartcomDCX Cloud Call Centre offers adaptive applications that enable businesses to engage with customers in a relevant and efficient manner across multiple channels.

## Key Features

**Cloud Call Centre Applications**: According to the vendor, the SmartcomDCX Cloud Call Centre provides adaptive cloud call centre software applications that meet the needs of modern contact centres. These applications aim to enhance customer experience by enabling businesses to engage with customers in a relevant and timely manner.

**Inbound, Outbound & Blended**: The SmartcomDCX Cloud Call Centre offers highly flexible and scalable capabilities for inbound, outbound, and blended contact centre operations. According to the vendor, this allows businesses to efficiently handle incoming and outgoing interactions, improving overall operational efficiency.

**SmartcomDCX Predictive Dialler**: The SmartcomDCX Cloud Call Centre includes a Predictive Dialler feature that, according to the vendor, boosts productivity and drives business performance. It aims to help contact centres reach customers ahead of competitors, generating new business opportunities and optimizing client acquisition and retention strategies.

**Customer Engagement**: According to the vendor, the SmartcomDCX Cloud Call Centre ensures efficient and effective marketplace response by engaging customers with relevance and timeliness. Through CRM integration, businesses can enhance customer experience with features such as inbound call management, unified communications, and agent scripting.

**Cloud Predictive Dialer**: The SmartcomDCX Cloud Call Centre offers a Cloud Predictive Dialer feature that, according to the vendor, promotes customer-facing excellence by increasing contact rates and productivity gains. It aims to update customer contact data and develop operational efficiencies, providing businesses with a competitive edge.

**Predictive Dialer: Contact Ready Data**: According to the vendor, the SmartcomDCX Cloud Call Centre allows businesses to utilize customer data from CRM or quality data lists with the Predictive Dialer: Contact Ready Data feature. It offers consumer and B2B data lists for targeting specific audiences, helping businesses effectively reach their desired customer base.

**1300 Numbers & 1800 Numbers**: The SmartcomDCX Cloud Call Centre allows businesses to configure 13/1300 numbers and 1800 numbers, providing a single point of contact across Australia. According to the vendor, this enhances customer engagement on a national level and includes call tracking to improve marketing efforts and assess performance.

**High-Volume Call Rates - Outbound VoIP & 1300 Numbers**: According to the vendor, the SmartcomDCX Cloud Call Centre offers cost efficiencies with high-volume call plans for call centres. These plans are available for both inbound VoIP and inbound 13/1300 numbers and 1800 numbers, enabling businesses to handle large call volumes effectively.

**Work from Home / Anywhere**: The SmartcomDCX Cloud Call Centre promotes an agile workforce and caters to social distancing requirements by allowing businesses to efficiently manage daily operations and remote staff. According to the vendor, this feature provides flexibility in major cities and regional locations across Australia.

**Cloud Call Centre & Hosted PBX**: The SmartcomDCX Cloud Call Centre enables businesses to utilize a cost-efficient, business-grade cloud-based phone system through Hosted PBX. According to the vendor, this integration provides operational transparency and a management dashboard, supporting both Australian and offshore call centre operations.

Basic

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Brightmetrics for Mitel MiContact Center

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Plan B

Plan A

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CrazyCall

Cloud Call Centre

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

Contact Center

Smartcom Business Communications

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

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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Cloud Call Centre

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What is Cloud Call Centre?