Cloud Contact Center Software
Contact centers are applications that handle inbound and outbound customer service calls and communications for a business.
Many contact centers in operation today are running on old legacy technology and call center software that can’t keep up with the way customers and businesses now communicate. A cloud contact center uses the latest in communications technology and is a modern alternative to on-premises contact centers as more workers look to work from home.
If your business still depends on legacy contact center technology, you’re likely feeling the pain of your system’s limitations. You may not be able to add new channels (such as messaging, email, chat, social media, or in-app messaging) or integrate with your companies CRM software.
It can be a daunting task to find the right software especially with so many different solutions available today. Contact us today and let our team help you find the best options and solution to meet your business needs.
Case Study
A crisis management call center company was frustrated with their existing premise based PBX contact center that was aging and required ongoing software updates to keep the features and functionality working. Additionally, there was no quality management or workforce management tools. Product features that were crucial to maintain a high level of responsiveness to their patients and reporting.
After a lengthy discussion and analysis of the current solution, we determined that trying to keep the existing contact center running with sub-par features was not an acceptable solution. It was best to explore different contact center vendors in order to meet the customers end goal of finding one cloud contact center provider who offered key features they needed.
A key requirement was for agents to have the ability to transfer or connect the inbound callers to other skilled managers without putting the caller on hold. This feature was a deal killer and was a must have. The contact center would also need to be cloud based to easily support remote staff.
After reviewing three different cloud contact center platforms whose feature sets most closely met the customer’s requirement’s, none had the call transfer without hold feature. However, the contract was awarded to the supplier that was able to customize the solution to include the no hold conferencing feature that was critical, they were also able to integrate office workers with the contact center agent.
Avoid the complexity of finding the right Contact Center Solution
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What People Are Saying
John Hagan, the owner of TeleData Select did a great job supervising our low voltage cable install; the job was done quickly efficiently and for a fair price. I am more than happy to recommend to my clients who need telecom services, TeleData Select.
Our staffing firm Express Professionals located in Atlanta, GA provides temp, temp to hire and permanent placement for employees throughout the Atlanta Area. We are dependent on the phone and need quality service for voice and data services. So after spending months dealing with ATT trying to fix the quality of our voice lines, I reached out to TeleData Select to help fix a major issue we had with our voice lines. After we tried for months to get someone to help us with lots of finger-pointing, we turned to John Hagan and his team and TeleData Select. The time spent and the thorough analysis of our problem by TeleData Select was really a game changer for us. I would recommend Teledata Select to anyone needing a consultative analysis due to phone issues or to any company just looking to save money with their telecom and data services expenses.
We are delighted with our new phone system. Working with (Teledata Select) our new phone system has been configured with exactly the functionality we were hoping for. John and his team at TeleData Select have been fantastic to work with. I especially love the fact that it is now seamless between our two locations in Norcross, GA and Marietta, GA which was a key goal. John thanks for all your help!
We worked with TeleData Select to help choose a phone system. The phone system has worked out beautifully for our firm, it is scalable as we grow. We plan on growing to 15-20 attorneys in the near future. We are very happy with the phone system and very happy with TeleData Select.
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TeleData Select
TeleData Select is a premier telecom partner founded in Atlanta, GA in 2004 with a single concept in mind: finding the Right Provider, Right Solution, and Right Price for our customers.
Read more about the team of professionals at TeleData Select.
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