Cloud Contact Center
Enable Your Remote Agents
Provide a better customer experience (and make your life easier) with TelNet's Cloud Contact Center. This cloud-based solution makes it easier to manage and distribute incoming calls to available agents, and acts as a virtual traffic controller for your business phone system.
Improve Customer Experience
Handle calls more efficiently and effectively so customers never hear a busy signal. Customers and staff save time by avoiding voicemail and phone tag.
Promote Your Brand
Record custom messages about product availability, in-store hours or current promotions. These messages could answer frequently asked questions or promote new products.
Work From Anywhere
Agents can work, chat and make calls from home, in the office, or anywhere in between through their deskphone and the Webex desktop application.
Key Features to Grow Your Business
Call Distribution
The queue will know which agents are available and distribute calls accordingly.
Agent Phone Access
Sign in and out of queues via the deskphone or Webex app.
Automated Attendant / IVR
Customize call flow to route to various departments or queues. Set up alternate routing for after hours and holidays.
Call Presentation
Present incoming call information to agents and differentiate queue and personal calls with distinctive rings.
Announcements
Upload custom announcements and music on hold. Play periodic messages to alert callers that agents are assisting other customers.
Advanced Call Routing
Controls are available to automatically handle overflow conditions, bounced calls, stranded calls, emergency forwarding, etc.
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Enhanced Call Control
- Toggle agent availability state (available, unavailable, wrap-up)
- Place and receive calls, hold, transfer, drag and drop, and more
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Dashboard
- Display current queue conditions (caller ID, duration, status, etc.)
- Display personal call metrics, calls in queue and abandoned calls
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Improved Visibility
- View and search company directory
- View ACD state of fellow agents (available, unavailable, wrap-up, idle, DND, forwarded)
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Manage Call Queues
- View activity of all queues and staffing ratios based on busy hours
- Display quantity of calls in queue
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Greater Visibility
- View queue state of all agents and details of calls in progress
- View all calls in queue and dynamically assign to agents
- Silent monitoring of active or next call; barge in to active call
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Comprehensive Reporting
- Access numerous real-time, historical and scheduled reports
- View dashboard with overall contact center and agent metrics
- Intuitive and easy to use interface
Cisco Webex Integration
The Webex application empowers you and your team to work from anywhere, on any device. Facilitate more effective and efficient communication and collaboration between supervisors and agents.
Constant Contact
Instantly connect with team members through voice, video or chat
Easy Integrations
Combine our Cloud PBX offering with Cloud Contact Center for a unified experience
Helpful Resources
Create dedicated Spaces for problem solving, tips and tricks and FAQs
