Cloud-hosting call centre solutions call centre
Powerful Hosted Contact Centre features for any business
Access For Office Staff
- Turn your call centres into true contact centres with our hosted contact services
- Our Hosted Contact Centre is ideal for call centres and businesses in rapid growth
- Manage the hunt group configuration of office-based staff with various options
- Access the dashboard online to manage on any PC or smartphone
- Award-winning innovative and effective Hosted Contact Centre service
Access For Home Workers
- Home workers can log-in to the dashboard and add themselves to the hunt group
- Reduce the investment in expensive call centre technology with our call center service
- Agents have their own portal access where they can set their status to active
- Configure your hunt group based on staff skill level, in a particular order, longest idle, etc
- Boost overall satisfaction for responding to customers and flexible working for your staff
Access For Remote Workers
- The system is cloud based, allowing remote workers to be active from any location
- Our system allows you to increase productivity of staff in multiple locations
- Agents can receive queued calls to their landline or mobile number
- Low-cost contact centre without having to buy and maintain advanced equipment
- Ultimate solution for easy call management and flexible control of multi-site agents
Control all interactions, manage agents and improve service levels
Whether you have desk-based agents, home workers and/or mobile workers and looking to reduce your investment in expensive call centre technology, our system allows you to increase productivity whilst reducing costs. Because the system is cloud-based, it allows agents to be active from any location which is ideal for a business dealing with multiple locations or growing teams, departments or sites.
Inbound call campaigns
- Highly competitive call rates
- User configurable caller IDs
- User performance reporting
- Unlimited call recording to email
- CDR export functionality
- Connect third-party dialer solutions via SIP trunk
- Call listen and whisper functionality for agent training or quality control
Inbound call campaigns
- Support for local and mobile numbers with unlimited inbound channels
- Multi-level IVR menus
- Support of multi-level call queues
- Queue wallboard - presenting live queue information
- Unlimited call recording to email
- Automated callback request feature
- Advanced, feature rich cloud PBX functionality
- Call listen and whisper functionality for agent training or quality control
Designed with ease of use in mind
No more softphone
OML has an agent and supervisor console based on WebRTC, which avoids cumbersome softphone applications and the need for their configuration at each workstation.
Multiple types of campaigns Management
OML allows you to manage different types of telephone campaigns concurrently in an intuitive, effective and efficient way: Inbound, outbound Preview, outbound IVR blasting and outbound Predictive
Productivity reports
The solution generates a wide range of reports for the control of the Contact Center management. Based on the premise of meeting the needs of multiple business models, our reports guarantee an efficient measurement of the quality parameters of operations.
Real-time monitoring
Our supervision module allows real-time monitoring of the main and immediate parameters to guarantee the maximum efficiency of the operation. It includes: Processed calls, call dispositions, agents and campaigns status, agent monitoring (channel spy, wishper & conference), are some of the module's functionalities.
Campaigns forms design
OML has a form creation interface to display in each agent that receives a call, being able to assign different forms per campaign. The data collection from the forms can be downloaded as campaign reports.
CRM/ERP Integration
OML allows triggering actions towards a web CRM / ERP each time an agent receives / generates a communication, in addition, from said CRM / ERP a management can be “qualified” so that it impacts OML reports.
Can the Contact Centre Service help me save money?
Call centres Frequently asked questions
A cloud-hosted call centre is the next generation technology enabling you to accept and make calls to your customers. You do not need to run an on-premises infrastructure on your own or pay an in-house engineer to maintain the system. Everything is hosted in the cloud by your service provider. All you need is a reliable and stable internet connection to use the service.
1. You do not need to purchase, maintain and update on-site equipment and hardware. The provider will automatically do this for you, saving your business current and future expenditures.
2. Cloud-hosted call centres allow you to swiftly open new offices or change locations at any moment.
3. Introducing a cloud-hosted call centre within your business will allow you to expand with no limits. Need to hire ten more staff? All you need to do is purchase new licences in your online customer portal and everything will be ready.
4. Cloud-hosted call centres offers you features that are unavailable with on-site call centres such as integration with third-parties services, intellectual user-performance reports, advanced voice menus, time conditions, call recordings and much more.
The employee is required to have a reliable and stable internet to ensure a smooth experience for the customer. A PC or laptop with the latest version of any browser preference is essential. However, we recommend Google Chrome to eliminate any potential software issues.
Yes, it is possible.
1. The call queue wallboard feature will allow you to visually monitor how many callers are waiting in each call queue, how many agents are on a call, average wait time for each queue, the number of answered and missed calls – in real-time via a unique user interface.
2. User performance reports allows you to monitor who answers or makes the most calls, call durations and missed calls on a daily, weekly or monthly basis.
3. The call recording feature can be enabled for inbound and/or outbound calls. Each recording is then emailed to the assigned email address, outlining the caller ID, time and user information.
Absolutely. We have a ‘Time conditions’ feature that allows you to schedule calls during a specific time-frame. For example, you have two branches in different time zones: you can set up time conditions to route calls for office A from 9 AM to 6 PM and office B from 6 PM to 11 PM. Depending on your requirements, time conditions can be arranged concurrently with different call objects.
