Borderless Cloud Call Center
Borderless Call Center solution provides an integrated, full-featured solution for managing customer contacts with all the benefits of the Borderless advanced voice and applications. We offer businesses with the resiliency of a carrier-class platform, enabling businesses to build a comprehensive, feature-rich call center—with no hardware, software, or upfront capital expenditures.
We support individual centers and distributed multi-site centers to act as a single virtual call center, regardless of geographic location. Our Call Center solution results in reduced operational costs and improved customer response for the enterprise.
Key Features:
- Automatic Call Distributor (ACD)- Intelligent call routing and queuing
- Auto Attendant- Interactive voice response (IVR) and custom messaging
- Agent and Supervisor Clients- Preset real-time and historical reports in graphical form
- Music On Hold and Comfort Announcement- Callers are provided with a greeting, followed by music or advertisements and periodic announcements.
Call Center Supervisor
With Borderless Call Center application enables supervisors to gain superior management tools that help determine appropriate staffing levels while effectively handling busy hours:
- Monitor and record agent calls
- Reports showing agent availability, call duration, and login/logout.
- Reports showing abandonment rates, average of time to answer, wait time, and call duration.
Call center also supports traditional call center features:
- Overflow- Incoming calls can be forwarded to an overflow phone number when queue is overloaded
- Agent Log in/Log off- Calls are only presented to agents who are on duty, and agents can log into several call centers
- Mobility- Agents can log in at any available workstation while maintaining unique user settings.
- Service Integration- Any calling feature, such as Call Forwarding, Call Notification, Call Screening, and Voice Messaging, can be assigned to a call center agent to customize the call center group