Overall Satisfaction with FluentCloud
Our whole organization uses FluentCloud VOIP service. We utilize their IVR and workgroups to route incoming calls. Their VM platform emails the voicemail directly to the user's inbox. As a call center FluentCloud provides us with all of our phone lines. We utilize both softphones and desktop VOIP phones and their system allows us to create new extensions through the cloud interface in seconds. We also rely on the recording feature to provide quality assurance. Agents can directly access their own recordings to fact check their notes for a call or get feedback to improve their performance.
- FluentCloud is excellent at customer service, their staff is always helpful and responsive. I have never had a typical service experience where first diagnosis is always the user's system. Their engineering staff is also hands on, I've been so grateful to have Brian's help in selecting the right router - he even configured it for us.
- Ease of use, the system is quite easy to use even beyond adding extensions, users, new DID phone numbers and complex routing queues. It's also easy to configure feature codes and program them so users can perform multi-step tasks with a few key punches on their dial pad. We use feature codes to allow callers to switch their caller ID to our DID numbers that are local to the area on the fly.
- Robust features: ability for whisper coaching, barge in and a dashboard to visually check the status of each user.
- The whisper coach and other trainer features are a bit frustrating as the caller has to be on a current call to connect and each monitoring session only lasts for the length of that one call. An improvement could be made to allow a trainer to continue piggybacking on the monitored extension, so they can listen to a trainee for as long as they choose.
- The recording system has had some hiccups recently where the recording quality is so bad as to be unusable. They have fixed this issue a few times, hopefully it doesn't pop back up. Along the same lines we have had a few occurrences where recordings we not available to review until 4 or 5 hours after the cal.
- FluentCloud is a good value, we have done extensive cost comparison and the feature set vs price is very favorable.
- The lack of a contract and ability to dynamically add or remove extensions as needed is great, we only pay for what we use.
Skype for Business was a cost effective solution as a smaller call center, but it was fraught with connectivity issues and no enterprise management to speak of at the time of our use... they did not offer IVR support, recording, reporting or any features above simple call connectivity. They have since changed their TOS to disallow call center use. Vonage aquired Vocalocity which is what we used prior to FluentCloud. Vocalocity was less feature rich than Fluentcloud but their one standout feature that they had which FluentCloud does not, is the auto notification beep when a call is being recorded.
As we are an outbound call center, I can say it will work for that purpose; however, much of the offered reporting and dashboards are geared towards an inbound center. Therefore, if you require specific detailed reports they may not be able to accommodate. If you don't have high-speed upload as well as download connectivity this system will not be viable for use.
FluentCloud Feature Ratings
1 - General grasp of IVR design and functionality. Good analytic skills and basic I.T. troubleshooting experience. It is helpful if the person can also provide the needed prompt voice overs.
- Quality Assurance, downloads, saves and reviews each recording designated as producing a positive (lead, sale, etc.)
- Handles all inbound and outbound calls for our call center.
- IVR, VM & Call Queue functionality.
- Tracking call productivity by creating custom reports that are automatically created and emailed to supervisors each day.