CRMXchange Solution Vendor: My Call Cloud

My Call Cloud

About My Call Cloud

ACD
- Multiple Skill Groups Supported
- Supervisors Can Log Out Agents Remotely
- Listen and Monitor Agent Conversations
- Multiple Announcements and Music Treatment Provided
- Skill Based Routing
- Supervisor Can Change Skill Groups

CTI
- Multisite Routing
- Queue Optimization
- Abandoned Call Recovery
- Screen Pop

Dialer
- Outbound Dialer
- Preview Dialer
- Predictive Dialer
- Answering machine detection
- Proactive outbound
- Call Compliance US
- Call Compliance Canada
- Call Complinace Other
- Outbound Multi Channel Engagement

IVR
- Accurate prediction of expected wait time in queue
- IVR and Channel Testing
- Load Testing

PBX
- IP PBX
- VoIP Phone System

Analtyics
- Desktop Analytics
- Big Data Analytics

Training and Coaching
- agent coaching
- elearning
- classroom training

Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Schedule for call recording
- Playback for any LAN/WAN workstation
- Screen Playback synchronized with audio
- Flexible rules editor
- VoiP recording
- Voice and screen saved in standard file formats
- Search for call on Ad hoc basis
- Efficiency in filling out forms
- Integrated Reporting
- Multi-site Recording
- Screen Recording
- Virtual Contact Center Recording
- Open Source Recording

Language Capabilities
- Multi Language Capabilities

BPO
- Inbound
- Outbound
- Blended
- BPO Chat
- BPO Email
- BPO Onshore
- BPO Offshore

Other
- Sales force automation
- Telecom Billing
- Customer Support Ticket Management
- Headsets
- Toll Free Numbers

Chat
- SMS/Text

Number of Agents
- 1 - 50 Agents
- 51 - 150 Agents
- 151 - 250 Agents

Integration
- Systems Integration
- CRM Integration
- Salesforce Integration
- Microsoft Integration
- SugarCRM Integration
- Front and Back Office Integration
- Other Consulting Services
- Data Recovery Services

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