As today's consumers continue to demand more from their interactions with businesses, the contact centre environment is growing increasingly complex. Today's agents need to manage conversations across multiple platforms, from SMS to voice. What's more, they need to keep their finger on the pulse of crucial customer information as they move from one channel to the next, too.
With so much complexity to overcome, it's crucial to find a cloud contact centre solution that's simple, scalable, and easy to access. The Vonage CX Cloud Express contact centre is an add-on solution that builds on top of the incredible functionality of Vonage Business Cloud. With this contact centre offering, companies can access the unified communication and contact centre functionality they need in a single platform environment.
Vonage CX Cloud: Features
The Vonage CX Cloud is designed to provide today's businesses with the tools that they need to upgrade every customer interaction. This simple and scalable solution offers access to endless information on a single platform, as well as countless customisable features. With Vonage CX Cloud Express, agents can access a CRM-integrated solution for building better experiences for agents and customers alike.
By combining simplicity with state-of-the-art solutions for customer experience and communication, Vonage is helping businesses of all sizes to reduce their costs, minimise complexity, and increase performance. Features include:
- Web browser-based administration
- Customizable IVR
- Analytics and customisable reports
- Automatic call distribution
- Universal queuing and skills-based routing
- Fully-integrated IVR with ACD
- Supervisor interface with training and monitoring features
- Real-time analytics and insights
- Call-forwarding
- Call recording with adjustable rules
- Outbound manual dialling
- Configurable agent status
- Agent interface with call controls
Vonage CX Cloud: Benefits
Vonage CX Cloud is a platform dedicated to giving businesses the freedom to transform their conversations with customers at every level. This cloud-based solution makes managing your unified communications, contact centre, and workforce optimisation tools simple, by combining everything you need into a single web browser-based environment.
With web-based administration, companies can manage and monitor their CX Cloud solution without having to download additional tools or manage new software. You can schedule IVRs, build call flows, and change permissions, all within a web-based platform. Some of the other significant benefits of Vonage CX Cloud include: