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.

Remote Call Center Solutions | TelWare

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.

Realtime 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.

Realtime 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.
Call Center Solutions by TelWare
Icon | Call Center by TelWare

Realtime 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.

Icon | Call Center by TelWare

Realtime 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.

Call center agent

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.

Icon | Call Center Analytics by TelWare
Icon | Call Center Analytics by TelWare

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 Realtime 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.
Call Center Reporting & Analytics by TelWare

TelWare Offers Several Call Reporting Options for OneCloud

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.

TelWare Unified Communications Solutions

Communicate Your Way™