Call Center

All the Contact Center Features Your Business Needs

UCaaS Cloud Call Center Services

Access One offers a wide range of features to meet the requirements of any call center.

Data Center Features

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

Queue Features

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

Call Center Group Features

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

Quality Management

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

Workforce Management

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

Reporting and Analytics

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

Access One Cloud Call Center Benefits

Cost Efficiencies

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

Operational Efficiencies

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

Monitoring and Measuring Efficiencies

  • Call recording (with agent notes)
  • Robust reporting
  • Live monitor
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Access One Inc