CLOUDTEL CC
Advanced Switchboard for Call/Contact Center
CloudTel CC is an advanced virtual switchboard software with call center and contact center functionalities such as the management of outgoing campaigns with automatic call dialing, IVR, queue management, monitoring and advanced custom reports, among others.
This platform is aimed at companies that have the need to manage a high volume of incoming calls through queues and / or issuance of outgoing campaigns.
CloudTel CC Features
AUTO DIALER
Allows you to import contact lists from a database. The application will mark these numbers based on the rules entered by the Administrator.
The Agent interface will display to them the specified information about each call.
The bookmark can be managed through campaigns, and each campaign has lists of customers and associated agents (members).
Just like in a queue, an admin has different possibilities to choose the type of campaign dialing.
UNLIMITED QUEUES (ACD)
The automatic call distribution system helps keep customers online by directing incoming calls to the agent with the most appropriate set of skills, so that the caller’s needs can be properly addressed.
The ACD is an essential component of a contact center and communication system. Among its functions are priority routing, first in and first out (FIFO), queue callback, call control, call blocking, etc.
CAMPAIGN MONITORING
Monitoring allows supervisors to see a complete list of all existing campaigns in the system and access more information on important data in real time.
Supervisors can view a table divided into three main sections: Calls, Agents, and Contacts.
QUEUE STATISTICS AND REPORTS
Real-time queue statistics provide deep insight into agent activity and queue traffic.
You have access to incoming and outgoing calls, missed calls, occupancy, availability, answered and unanswered entry queues, and total calls. You can export the reports to different types of formats.
IVR STATISTICS
The IVR Statistics report gives you a detailed view of how your customers navigate an IVR menu.
3 types of reports can be accessed: IVR calls per option, DDI and Caller ID. You can filter each report by date range, IVR, number called, caller ID, and destination.
REAL-TIME SITUATION SUMMARY
With the Supervisor edition, the Wallboard module clearly shows the activity of your calls.
Knowing what’s going on is crucial so that decision-makers can make decisions on the fly and organize for the future. With the Wallboard module you can see the status of each agent and each queue, as well as service levels.
Other features and benefits
RECORDINGS
CUSTOM DEVELOPMENT
GUI MULTILINGüE
STATISTICS
VOICE-TO-TEXT CONVERSATION
LOAD CONTROL AND QUALITY
In addition, you can also integrate your CRM or enterprise ERP with CloudTel CC
Your company in the hands of specialists
TECSENS SENSE & TECNHOLOGY
Management roles
administrator
The Administrator Edition allows you to define and configure the entire behavior of the system.
supervisor
Supervisor Edition allows you to monitor agents and queues in real time, track agent performance, and generate comprehensive statistical reports.
agent
The Agent Edition provides agents with the right tools to maximize productivity.
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Our offices
- Paseo de la Castellana 171, 4º Izq, 28046 (Madrid)
- C/Figueres 8 Despacho 12, 08022 (Barcelona)
- Edisonstraße 63 House A, 1st Floor, 12459 (Berlin)
Monday to Thursday 9.00-18.30h Friday 9.00-15.00h