UNIFIED COMMUNICATIONS | CONTACT CENTER
Make It More Than Customer Support
UNIFIED COMMUNICATIONS | CONTACT CENTER
Make It More Than Customer Support
Use OneCloud CCaaS to provide immediate, helpful customer service from anywhere, at any time.
Smart Support Using OneCloud Contact Center
Smart Support Using OneCloud Contact Center
Skills-Based Routing
Connect customers with the right agents and solve their problems the first time—no matter where they are.
Agent Management
Optimize agent schedules to minimize downtime and prevent long hold times for customers.
Real-time Insights
Improve sales and service with real-time reports, agent monitoring, and in-depth customer surveys.
Skills-Based Routing
Connect customers with the right agents and solve their problems the first time—no matter where they are.
Agent Management
Optimize agent schedules to minimize downtime and prevent long hold times for customers.
Real-time Insights
Improve sales and service with real-time reports, agent monitoring, and in-depth customer surveys.
Speed-Up Service
Speed-Up Service
Streamline Operations with Simple Routing
Route inbound calls based on capacity, availability, and rules that you define in one easy-to-use interface.
Resolve Issues Faster
Use skills-based routing to connect customers to the best available agent.
Customize Your Customers' Experiences
View recent purchases, be alerted of VIP status, or identify the last agent a customer interacted with to assign the best agent for each conversation.
Real-time Supervisor Tools
Contact Center Supervisors need the ability to manage their staff in real-time. They need tools that allow them to see their agents' current states and activities in order to help manage the call flows.
Real-time Supervisor Tools
Contact Center Supervisors need the ability to manage their staff in real-time. They need tools that allow them to see their agents' current states and activities in order to help manage the call flows.
Keep Agents Productive
Keep Agents Productive
Optimize Everyone’s Schedule
Plan and manage your inbound call center team’s hours according to traffic volumes, vacations, and training.
Stay On Top of Service Quality
Keep a pulse on performance with screen and voice recording, speech and text analytics, feedback forms, and agent scoring.
Evaluate In Real-time
With analytics for every interaction, you can track sentiment, identify ambassadors and detractors, view trending topics, and more.
Call Reporting Analytics
With the familiar Cradle to Grave visual call-flow and customer journey interface that shows every single call event to our rich Standard Reports coupled with the ability to create your own reports, this combination of tools remedies the need for Contact Center Supervisors and Managers to spend hours manually combining and modifying spreadsheets to get the information that they need.
Call Reporting Analytics
With the familiar Cradle to Grave visual call-flow and customer journey interface that shows every single call event to our rich Standard Reports coupled with the ability to create your own reports, this combination of tools remedies the need for Contact Center Supervisors and Managers to spend hours manually combining and modifying spreadsheets to get the information that they need.
Get Instant Performance Snapshots
Get Instant Performance Snapshots
Track Progress with Pre-Built Reports
Cradle to grave call details. Select from over 30 prebuilt reports that include the following report types: Agent Reports, Skill and Queue Reports, Account Code Reports, Call Reports, Call Volume Reports
Customizable Real-time Dashboards
Monitor critical KPIs, agent performance, and customer experience in real-time. See key metrics in easy-to-understand displays, so you understand exactly what is happening with your telecommunications.
Dive Deeper with Business Intelligence
Break down complex data to better understand staffing needs, identify training issues, and understand resolution metrics.
TelWare Offers Several Call Reporting Options for OneCloud
See Which Call Reporting & Analytics Package Works Best for You
| Features Available | OneCloud Call Center | Enhanced Reporting | XIMA |
|---|---|---|---|
| Dashboard (Wallboards) with Realtime Data | Best | ● | ● |
| Historical Reporting | ● | Best | ● |
| Call Center Routing | ● | Best |
|
| Queue Call Back | ● | Best |
|
| Supervisor Realtime Tools | ● | Best |
|
| Cradle to Grave Reporting | ● | ● | ● |
| Contact Center Agent Experience | ● | Best |
|
| Web Chat | ● |
||
| Cloud-Based (Hosted) | ● | ● | ● |
| IVR & Auto Attendants | ● | ● |
|
| Skills Based Routing | ● |
||
| Scheduled Reports | ● | Best | ● |
| Sentiment Analysis | ● ($) | ||
| Cost | $ | $ | *CC + $$ |
* Requires OneCloud Call Center
Better Customer Service Starts Here
Better Customer Service Starts Here
Try Enhanced Reporting for OneCloud FREE for 30 days!
Get comprehensive reporting from the deeply-integrated Enhanced Reporting add-on for OneCloud Call Center.
Promotion includes free call recording and 10GB of call storage.
* Enhanced Reporting trial is for existing OneCloud users only. If you are new and interested in Enhanced Reporting, of any of the OneCloud suite of features, please contact TelWare for a complete demo.
