Cloud communications platform company, 2600Hz, is expecting the release of its new Call Center Pro (CCPro) solution to help companies bolster their customer experience efforts.
The company claimed that the solution would help SMBs transform basic call centre experiences into opportunities to increase the customer experience via scalable architecture, integration capabilities, and the ability to transform how customers engage with a company’s brand.
The solution is combined with 2600Hz’s KAZOO UCaaS and CPaaS APIs to not only help deal with everyday call centre needs, such dashboards, quality monitoring and management, skill-based routing, and eavesdrop/whisper/barge, but also can be personalised through BI (Business Intelligence) to create a custom experience between the caller and business.
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The solution sports an interactive user interface to enable agents, managers, and admins alike to ease of navigation in order to provide a better experience between the caller and business.
The platform is also customisable with over 300 APIs and multiple integrations such as Zapier, Slack, and various CRMs, to provide features such as personalised greetings to immediate agent access to caller information.
As CCPro is integrated with Kazoo, it can be geo-redundant. The company said that call centres using CCPro will always be up and running no matter what, and CCPro users never need to worry about dropped calls or outages.
Xarios Technologies Partnership
2600Hz has also partnered with Xarios Technologies. With Dimensions by Xarios, CCPro users will have access to historical and real-time call data needed to bolster productivity. The call reporting feature of Dimensions provides access to all call and user status information that has been logged from the communications platform. Its dashboard is designed to give managers and supervisors control over their users and call centre agents.
