Access One provides customizable call center solutions, offering a wide range of features to meet the requirements of any call center. Features and benefits include but are not limited to:

Data Center Features

Top-tier call center performance demands data accessibility, security and scalability. Some of our key data center features include:

• 24/7 network monitoring
• Geographical survivability
• Automatic software updates
• On-demand scalability
• Certified PCI DSS 3.0 SSAE 16

Queue Features

Managed properly, queues help streamline operations and deliver best-of-breed service to callers. At Access One, we recognize the need to combine inbound, outbound, automated and multichannel queues for ideal operational efficiency. Enjoy features such as:

• Inbound voice queues
• Outbound and blended voice queries
• Automated callback and click-to-call
• Email, chat, SMS and social media queues
• Automated threshold SMS/email alerts

Call Center Group Features

Flow matters. By combining historical data, agent training tools and self-service integration, it’s possible to improve call center flow without breaking your budget. Take advantage of our call center group features including:

• Multi-skill routing
• CRM integration (CTI)
• Agent call-flow scripting
• IVR integration for self-service

Quality Management

Data improves the quality of agent service; tools help supervisors intervene where necessary. Leverage the power of call recording, playback and management oversight with our quality management features, such as:

• Call recording (with agent notes)
• Screen recording with playback
• Live monitor, whisper and barge-in
• Agent and web chat logs
• Agent coaching and evaluation/li>

Workforce Management

Staff are the lifeblood of your call center. Gain visibility into scheduling, forecasting and workforce optimization with our management solutions, including:

• Forecasting and scheduling
• Schedule optimization
• Vacation automation and shift-trade portal
• Real-time adherence view
• Reporting

Reporting and Analytics

Statistics matter. Gain call center insight and enhance customer service with real-time statistics generation and reporting tools. Access One offers:

• Real-time stat display and bulletin board
• Real-time graphical dashboard
• Custom agent activities
• Custom multilevel dispositions
• Detailed call and agent statistics
• Scheduled reports
• Customized contact center reports

Access One Cloud Call Center Benefits

Cost Efficiencies

Moving call center operations into the cloud can both streamline IT budgets and limit overspend. The monetary benefits of cloud call centers include:

• Cost savings
• Automatic updates
• On-demand scalabilities
• Easy deployment
• No upfront investment

Operational Efficiencies

Improve efficiency in the cloud by leveraging key features including:

• Inbound voice queues
• Multi-skill routing
• Whisper and barge-in
• Agent and web chat

Monitoring and Measuring Efficiencies

See what’s happening in your cloud call center in real time — gain agent insight, improved reporting and complete visibility with:

• Call recording (including agent notes)
• Robust reporting
• Live monitor

Your company has unique needs. Our flexible cloud call center services and expertise deliver the best experience, no matter where your employees are located or how your customers prefer to communicate.