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Cloud Call Center Services

Improve Management of your Call Center using Cloud-Based Services

Cloud-based Contact Center Software Platforms Deliver Exceptional Customer Experiences while Decreasing Costs and Increasing Revenues

Hosted Contact Center providers offer robust call routing software and a full line of workforce optimization tools to increase the efficiency of contact center agents-all in the cloud.


Product Portfolio

Hosted Contact Center platforms are built around getting the call to the right agent at the right time. And because labor makes up a significant majority of the total operational costs of a contact center, Hosted Contact Centers provide routing solutions and workforce optimization to facilitate agent hiring, scheduling, coaching and more. A well equipped Hosted Contact Center provides solutions including:
  • Automated Call Distribution (ACD) - An ACD that can direct the caller to the proper agent through a mix of criteria such as skills-based routing and an inbound/outbound call blending feature.
  • Computer Telephony Integration (CTI) - CTI enables the verification of customers by unique identifiers, such as their phone number or account number, and once identified, backend CTI can provide them with information that is helpful and relevant to them.
  • Hiring - Hiring is a tool that helps contact centers hire the right agent through a set of web-delivered agent assessments. The tool helps to reduce agent attrition and increase customer satisfaction due to agent expertise.
  • Workforce Management (WFM) - WFM enables contact centers to forecast call volumes base on historical call data and other criteria then to generate an agent schedule required to meet the expected call demands at SLA. Furthermore, it provides complete deviation alerts, adherence reporting and self service options.
  • Quality Management - Quality Management scores agents' performance against defined and monitored objectives. For example: "Did the agent follow the script?" or "Did the agent use a proper greeting?". The Quality Management scorecard then provides you with specific details about each agent's performance that can be used to help individual agents and provide data that can be used in your training and coaching programs.
  • eLearning - eLearning software enables contact center managers to create custom training content which is delivered directly to agent desktops. The training can be delivered during "training breaks" when call volumes are low so it doesn't interfere with service levels, or to agents who have been identified with skill gaps.
  • Echo - ECHO Customer Survey gives contact centers the ability to measure customer satisfaction through automated, phone delivered customer surveys.
  • Screen Recording - Screen Recording provides contact center agents and managers the ability to record screens during calls for compliance and continuity purposes.
  • Dialer - Dialer tools give the complete outbound functionality of a predictive dialer but can also add a blended dialer which moves agents back and forth between inbound and outbound duties to meet current call levels


Key Benefits of Ordering Hosted Contact Center Services from King Communications

  • King Communications will quote from as many as 6 highly qualified hosted contact services sources saving you the time and effort of shopping for the best fit.
  • After your contact center services are ordered, King Communications will help expedite your order and coordinate the installation of your services.
  • After cutover, King Communications will serve as your account manager and interface to the service provider saving you countless hours of waiting in customer service and trouble management queues.
  • Most of the services provided by King Communications are at no cost to you!

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What Our Customers Say

"Our call center required more CapEx but we couldn't get funds allocated. Hosted Call Center services allows us to pay for our call center services based only on what we use. Our CapEx budget can be used for other critical business needs and we can now scale our services to meet our seasonal demands."