CLOUD CONTACT CENTER
An Advanced Solution for the Modern Enterprise
A contact center solution that doesn’t just keep up, but rather leads the way.
Experience seamless customer interaction management with the web-based Callflow Cloud Contact Center – for all your inbound and outbound calls.
In the world of contact centers, it’s not merely about managing high call volumes – it’s about making each customer touchpoint impactful and valuable.
With Callflow, you can put operational hurdles behind you. Welcome a new era of cost optimization, enhanced efficiency, and a solution tailored to the distinctive requirements of your enterprise.
Features & Benefits of Callflow Cloud Contact Center
Automatic Call Distribution
Our ACD system is intuitive and fully customizable, allowing your calls to be routed and distributed based on:
- Incoming and outgoing calling numbers;
- Conditions like date, time, IVR selection and external database queries;
- Dynamic variables within the call routing scripts;
- Call distribution to pre-selected groups of agents;
- Call distribution based on skill, etc.
With Automatic Call Distribution you will ensure your customers always connect with the right person.
Real time monitoring and statistics
Maintain full control and complete transparency with our real-time monitoring module, providing instant insights into queues, agent activities, and statuses.
Leverage our real-time call listening feature to gain deeper understanding of customer interactions and to ensure superior quality assurance.
Detailed reports
- Number of calls for each incoming line (average hold time, treshhold);
- Total number of calls, number of missed calls, longest waiting in queue);
- Number of calls received by an operator for each incoming line;
- Service factor for serviced calls on each incoming line;
- Number of calls per hour, day, week and month.
Scripts
Improve customer engagement with the advanced scripting algorithm that offers a variety of questions.
- For inbound and outbound campaigns;
- 15 question types;
- Option for mandatory questions.
IVR menus
IVR logic can range from a standard auto-responder to interactive menus:
- unlimited number of IVR submenus;
- call routing from IVR to call center operators or external phone numbers (mobile and landline).
Unified agent panel
Single-agent management of multiple incoming lines concurrently;
Simultaneous handling of both inbound and outbound campaigns;
Incorporation of a chat channel, compatible with any web-based chat system chosen by the company.
Web based
- Web-based application accessible for both agents and administrators;
- Agents enjoy the flexibility to operate from any office location within the company;
- No additional configurations or software installations required at individual workplaces.
New client data
- Customize your own template for inputting new client data;
- Each incoming line can have its own unique data template;
- Two-step new client data entry: fill out the client template and a script with questions;
- Export data for new clients with ease.
Existing clients
- Import module for existing clients;
- Phone number recognition for incoming calls, automatically retrieving and displaying client data;
- Effortless editing of existing client data;
- Simple and straightforward exporting of existing client data.
With Callflow Cloud Contact Center, you’re not just investing in a tool, but a partner that’s committed to helping you deliver extraordinary customer service.
Let’s make every interaction count together.
Welcome to the future of customer communication with Callflow.
Did you know that with Callflow Cloud Contact Center, you can optimize your agents' time by up to 30%
Integrations with internal software products, ERP, CRM
- We support integrations with popular external platforms such as HubSpot, NetSuite Oracle, Salesforce, Microsoft Teams and MS 365;
- We can also integrate with your CRM, ERP, ticketing system, billing and invoicing database, or any other software product;
- By integrating your call software with your internal systems, you save time transitioning between different software and reduce the potential for human error.
AUTO DIALLING METHODS
How to make employees focus on calls rather than routine actions?
By saving them time and effort.
PREDICTIVE DIALING
Our software autonomously dials numbers and connects outgoing calls to available agents.
In doing so, you save valuable agent time and ensure a higher rate of meaningful customer contact.
POWER DIALING
As soon as one call concludes, our software immediately directs a new call to the agent.
This optimizes your operators’ time to the fullest, ensuring they never remain idle for extended periods.
PREVIEW DIALING
Prior to dialing a number, the contact information is displayed, giving the agent the option to proceed or skip the call.
This feature proves valuable when the quality of the calls takes precedence over quantity.
AGENTLESS DIALING
A completely automated approach where the customer hears a pre-recorded message upon connection and can navigate an interactive menu.
This solution is ideal for processes like order confirmation.
Partnering with progress: Our valued Callflow Cloud Contact Center customers
