Cloud Contact Centre
True Cloud Contact Centre Engagement
Today, many companies find that traditional contact centres, which were built on-premise, with a costly capital expenditure model, need frequent upgrades to hardware, software and other business assets to remain relevant. With telkomtelstra’s Cloud Contact Centre (CCC) you now have the flexibility to pay based on your required call centre usage – and scale up and down to match your business needs. You can now better manage your costs, with demand and empower your business with greater agility, scalability, flexibility and reliability.
Telkomtelstra’s Cloud Contact Centre solution enables you to take control of technology and create an agile, state-of-the-art service experience, with greater business control and commercial flexibility. With the Cloud, you can forget about costly hardware and software maintenance and upgrade costs.
CCC uses Cloud technology to change the way businesses traditionally access, manage and pay for communications technology in and out of the contact centre. Telkomtelstra believes that on premises and hosted technology models cannot optimally provide the agility, scalability and innovation to deliver the best possible customer experience.
Telkomtelstra delivers leading edge CCC software and innovation supported by ipSCAPE and backed by resilient hosting and network services. Our Cloud Contact Centre solution is based and encrypted in Indonesia to ensure that your customer data is meeting regulatory requirements and will give you the following benefits:
Outbound dialler increases your agent contact rates by only connecting a call to an agent if there is a person on the other line, removing wait times when calls transfer to voicemail or go unanswered.
Be Flexible and Scalable
ipSCAPE can be accessed anywhere and ensures business continuity. Should one site be compromised, calls can be redirected to another site in minutes. A business can also scale up or down during busy periods as an agent instance can be created easily.
Improve Agent Productivity
The Agent Toolbar enables agents to manage multichannel customer experience, whether a communication is made through Voice, WebChat, Email or SMS.
Achieve a Single View of the Customer
ipSCAPE can be integrated with any CRM to provide a single-screen experience, boosting agent productivity.
Enable Customer Self-service
IVRs can be easily created and customised enabling customers to self-serve. IVRs can also be integrated with a web-service to create an ‘intelligent’ IVR that can feed customer information such as an account balance. ipSCAPE Pay can also be utilised to take payments in a PCI compliant manner.
Call Recordings, Quality Assurance modules and features such as ‘Play Announcement’ are all included in ipSCAPE and can assist a business to be compliant with laws and regulations.
Deliver enhanced customer engagement via ipSCAPE Multi-channel
Enjoy remote agent access with ongoing monthly upgrades
Total Cost of Ownership
OPEX model. A simple pay as you go license fee
Open API Functionalities
Connect different applications easily with open and mature API
Reporting & Analytics
Analyse your business conversations and generate insights
Want to learn more?
Contact telkomtelstra now!