Cloud Contact Center Solutions

Cloud Contact Center Solutions, we work with many of the top Contact Center providers

Enhance your customer journeys and keep employees productive and engaged with omnichannel customer experience management platform. Cloud Contact Center Solutions include features like, AI Virtual Assistant, Automatic Call Distribution, CRM Integrations, Call Recording, Reporting, and Analytics, Email Management, Chat, SMS, Quality Management, and so much more.

BTS can help you find the right Contact Center Solution to fit your business needs.

Features:

  • Data-Driven Skills-Based Routing
  • Voice, Chat, SMS, Email, FAX, Social Media, and 3rd party media
  • Self-Service IVR with Speech Recognition and Text-to-Speech
  • Expected wait time and position in queue announcements
  • Workflow Designer
  • Standard and customizable real-time dashboards and historical reports
  • Web and in-queue callbacks
  • Email Management

  • CRM integration
  • Call Recording
  • Agent/Supervisor instant messaging
  • Mobile Agent (smartphone) and Supervisor (tablet)
  • Silent monitoring / barge-in
  • Interaction Recording, Quality Management, and Speech Analytics Add-ons
  • Integrated Workforce Management
  • Standard & customized CRM integrations via open APIs and toolkit
  • Integrated with MiVoice Business and MiCollab UC
  • Conversation Analyzer
  • Screen Recording

Omnichannel Customer Experience Management

Cloud solutions include analytics in many of their packages.

Manage Operations with Ease

Successfully manage your omnichannel customer experience center with real-time dashboards, historical reports, and business analytics.  Display contact volume, service level, agent and queue performance metrics on any device, including tablets.

Unified Agent Experience

Empower agents to handle contacts from all media channels including inbound/outbound voice, email, web chat, SMS, and social media from a single agent interface.

BTS works with several major Contact Center Providers offering Omnichannel Solutions
Proactive customer engagement

Proactive Customer Engagement

Equipped with preview, power and progressive dialers, Cloud Contact Centers provides a platform for proactive customer engagement that increases customer loyalty and uncovers new revenue opportunities.

Benefits of Contact Center Solutions:

  • Excellent Customer Service with whatever the contact method
  • Mobile Workforce
  • Flexible Deployment Options

  • Open Architecture

  • Reliability & Scalability
Man with Cell phone working from home on Cloud Contact Center Solution

An enterprise all-in-one customer interaction management platform that transforms dated voice-only call centers into omni-channel customer experience centers.

All – in – One Simplicity

Everything you need to operate a world class customer experience center including built-in workflow designer, speech IVR, AI-powered chatbots, agent assist, interaction recording, quality management, workforce management, historical reporting, and real-time dashboards.

Cloud Contact Center Solutions

Whether you have a few call center agents or a thousand omnichannel agents, Contact Center solutions puts your customers at the center of your business with scalable customer experience solutions, for sales, service, support, and more. 

Call today to scheduled a personalized demonstration.