Call Center

All the Contact Center Features Your Business Needs

UCaaS Cloud Call Center Services

Access One provides a customizable call center solution. We offer 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

  • 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

Every company has unique needs, Access One’s flexible cloud call center services and expertise deliver the best experience, no matter where your employees are located. Reach out today and learn more about Access One’s UCaaS call center services.

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Access One Inc