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Managed Contact Center

Whether for customer service or order processing, most businesses would benefit from increased use of “call center” type services. Global Cloud Xchange’s Managed Unified Communication solutions include a range of call center functionality which are aimed at reducing wait times and improving first -call resolution, boosting productivity and smoothing out peaks to provide consistent service.

Fully-customizable Interactive Voice Response (“IVR”) can be used for call pre-qualification and marketing announcements to route calls based upon a user’s response to menu options. Automatic Call Distribution (“ACD”) provides advanced routing of calls based upon skills groups and available resources which can be allocated or changed in a dynamic way.

Call overflow during peak periods (short-term call bursts or seasonal patterns) can be routed to internal or external call centers meaning fewer missed calls, better-serviced customers and more revenue opportunities.

With powerful reporting and control available, and the ability to seamlessly integrate with many leading CRM systems, managed contact center is a must for reducing costs, improving control and getting closer to your customers.