Cloud ACD

Each of your employees has different strengths. Assign your staff to specific groups to make the most of their expertise. This way, callers are connected directly to the agents best suited to understand and handle their needs. Prioritize your agents by their skills and group them accordingly, ensuring that customers are always connected to the most qualified agent.

The easy and quick generation of invoices saves you time and administrative effort. You can choose to have invoices created automatically, regardless of whether you have different terms or not. Save time and reduce your administrative workload.

The whispering feature provides your agents with advance information about the incoming call. The brief message gives agents details such as the caller's number and the source of the call. When combined with our IVR system, customer numbers can also be retrieved, for example.

Versatile routing options allow you to forward calls to different groups, languages and/or categories. Your calls are automatically forwarded to active employees in the skill groups. You can also divert calls to a home line or cell phone if your call center is not occupied.

By recording conversations, you can ensure quality on the one hand. For example, you can listen to your agents' conversations afterwards and find out where there is still room for improvement. On the other hand, you can also record parts of the conversation directly. This allows you to sell over the phone or conclude contracts with your customers, for example.

Yes, the classic call center solution - never leave your customers alone and offer them a point of contact outside your business hours. The mailbox records a message, which you can then listen to later and respond to the request.

Improve your customer satisfaction by asking your customers directly if they are satisfied with your service. With a few relevant questions you can quickly and easily determine what you can improve in customer service. In combination with our IVR, you can create a log and have your performance rated by pressing e.g. the grades from one to six.

The innovative user interface of the Cloud ACD allows you to change your music on hold quickly and easily. Simply upload your request as a wav or mp3 file. The program converts them into the prescribed format and you can enjoy your new music on hold within a few minutes. It works in a similar way with your announcements - record, upload, done. We can also generate the announcements for you on request.

To make your waiting loops even more effective and customer-friendly, you can configure certain Cloud ACD parameters. Set the maximum waiting time, the maximum number of calls and the estimated waiting time. This not only saves your customers frustration, but also your agents. To be able to process the waiting calls as quickly as possible, you can also redirect the call to other employees in other departments or skill groups or offer a callback.

Tell your customers in the queue how long the expected waiting time is or give your customer the position in the queue - transparency is well received by your customers and reduces the bounce rate in the queue and thus improves your customer satisfaction.

Yes, we can do that! If you don’t have prepared announcements, it’s not a problem. Simply provide us with the text and choose between a male or female voice. Our team will generate the announcement from your text. Need an announcement in English? That’s no problem either. We can also create announcements in other languages for you.

If you have an unexpectedly high call volume or do not have enough agents on hand for various reasons, offer your customers a callback. Many customers will make use of this Cloud ACD function. The list of callbacks to be made is then displayed to your agents in the agent interface.

Excerpt from the Cloud ACD functions::

• Skillgroups
• Employee payroll accounting
• Whispering
• Comprehensive routing options
• Call recording
• Answering machine/mailbox
• Customer surveys
• Upload music and announcements
• Configuration of waiting loops
• Announcements during waiting loops
• Text2Speech
• Callback option