Cloud Contact Center Solutions

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

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.