Cloud Contact Center

A contact center functions as a department or facility dedicated to managing customer interactions, handling communication through various channels. Unlike a call center, which concentrates solely on phone calls, a contact center oversees communications across multiple platforms.

A Cloud Contact Center solution addresses the challenges associated with customer communication for organizations. Generally, a Cloud Contact Center solution:

1. Integrates diverse communication channels into a unified system, allowing agents to engage with customers through calls, emails, or instant messaging, while maintaining a comprehensive record of all interactions.
2. Incorporates advanced call-routing with support from auto-attendants and, at times, interactive voice response (IVR), ensuring efficient connectivity to professional agents within the appropriate department.
3. Provides workforce management tools, enabling agents and supervisors to effectively manage their time.
4. Grants supervisors access to high-level dashboards and detailed analytics, offering insights such as average call duration, call waiting time, and agent idle time, facilitating optimization of the contact center.
5. Eliminates the need for the contact center organization to deploy or maintain any hardware systems beyond the essential computers and phones required for agents and supervisors to access the system.

Why Arabia Connect Cloud Contact Center?

•  Cutting-edge third-generation business-grade IP-Telephony solutions
• Robust enterprise feature set
• Fully scalable multi-site solutions
• On-Premises, Cloud, and Hybrid deployment options
•  Unified communications
•  Web-based management/user portals
•  Mobile and remote working solutions
•  Multi-Media and Social Media integration
•  Microsoft integration options
• CRM/ERP integration options