byVoice’s team implemented an omnichannel cloud contact center solution for a telecommunication company. Over the course of just seven months, the company experienced a 7x increase in clients, a 27% income increase, and a high level of customer satisfaction. Discover below the benefits and strategies that contributed to this remarkable growth!

Omnichannel Cloud Contact Center

The Success Recipe for 7x Growth in 7 Months

Solution features

Employee’s workstation

Employees need to download and install the application on their workstations to get started.

Queue Management

It ensures incoming calls are properly queued and distributed among available employees based on employee availability and workload. This helps to reduce wait times and ensures that all requests are addressed promptly.

Various Devices Options

Agents have the flexibility to choose from a range of devices, including hardware SIP phones, external softphones, or mobile phones, to make and receive calls using the cloud contact center's VoIP system.

Work Performance Assessment

It enables managers to evaluate the performance of their employees based on customer satisfaction, call resolution time, and productivity. It helps managers identify areas where employees excel or need further coaching.

Working with an Expert

With such collaboration tools, agents can effortlessly connect and collaborate with subject matter experts. It can foster knowledge sharing and enable swift and effective resolution of complex customer issues.

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Supervisor’s workstation

The control panel offers complete customization, enabling the supervisor of the contact center platform to create a personalized set of reports and conveniently arrange them on the screen.

Real-time employee monitoring

This feature empowers supervisors to track and assess employee performance in real time, allowing them to provide immediate feedback, support, and intervention when needed to ensure optimal productivity.

Workforce Management (WFM)

It provides functionalities to optimize staffing levels based on historical call data, forecasted call volumes, and other factors. It helps supervisors to make informed decisions about staffing levels and scheduling.

With robust tools, such as call recordings, quality scoring, and customer feedback analysis, supervisors can effectively measure and monitor the quality of customer service and identify areas for improvement.

Quality Management

Speech Analytics

It analyzes customer interactions, extracts valuable insights from conversations, and identifies keywords and phrases that can be used for problem identification, quality management, and voice of customer initiatives.

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Communications on the website

A cloud-based contact center enables managing customer requests in a single queue, allowing agents to efficiently respond to all inquiries, regardless of the channel through which the request was received.

With an omnichannel interface, customers can easily contact the client through their preferred communication channel, whether it be email, phone, or chat.
With this feature, contact center agents can quickly respond to customer inquiries and engage with them on social media platforms, such as Facebook, WhatsApp, and Telegram, ensuring effective communication.
It simplifies the lead generation process by capturing customer contact information through web forms, streamlining data collection, and automatically populating it into the CRM system for efficient lead management.
This feature provides a streamlined way for customers to initiate calls directly or request a call back with just a few clicks, eliminating the need to search for the phone number or dial it manually.

Final Outcome of Omnichannel Contact Center Integration

Implementing an omnichannel cloud contact center software offered several benefits:

Improved customer experience

Increased efficiency

Analytics and reporting

Cost-effectiveness

Scalability

As a cloud contact center provider, the company achieved remarkable growth in just seven months, increasing the number of user organizations from 60 to 440, an astounding 7.3 times growth rate. 76% of users rated the service a perfect 10 out of 10 and were willing to recommend it, demonstrating high satisfaction levels and potential for continued growth.

Initially

In 7 months

In 1 year

Number of customers

440

700

Monthly income

27%

15%

Our continued development and improvement of the cloud contact center solution have paid off, with positive results sustained even after five years. The cloud contact center has proven to be a reliable and effective tool for managing customer interactions and enhancing customer experience, establishing its position in the market as a trusted and dependable solution.

@ Customer Service Manager

“I must say that the omnichannel contact center integration has been a turning point for our business. Our customer service has greatly improved, and we have seen a significant increase in customer satisfaction. I highly recommend byVoice team services to any company looking to improve customer communication and experience.”

Are You Ready to Boost Your Business with a Call Center Cloud Solution?

If you are looking to incorporate these features into your product and increase your client base and revenue, our team of first-rate developers is prepared to assist you. We can offer you an all-encompassing customized solution that meets your needs and enhances your business.

Contact Center Cloud Solutions

What is a cloud contact center?

A cloud contact center is a virtual software that manages inbound and outbound customer communications. It operates in the cloud, providing flexibility and scalability to deliver exceptional customer service.

It routes interactions to the best-suited agent and offers a unified view of customer information for personalized service. With integrated communication channels and performance tracking, it streamlines operations and improves customer experience. The center supports multiple channels, including phone, email, chat, and social media. Agents can access real-time information to resolve issues efficiently.

Development workflow

step 1

Analyzed customer's processes and compiled cloud call center features.

step 2

Designed solution architecture and considered future features and cloud PBX integration.

step 3

Tested solution internally as a product.

step 4

Received feedback from hundreds of call-center operators.

step 5

Identified and eliminated system bottlenecks.

step 7

Released the approved solution as part of the customer's product line.

step 6

Implemented new features while addressing feedback.

Dashboard

Scripts

Outgoing calls

Call history

Appeals

Dashboard

Development workflow

step 7

Released the approved solution as part of the customer's product line.

step 6

Implemented new features while addressing feedback.

step 5

Identified and eliminated system bottlenecks.

step 4

Received feedback from hundreds of call-center operators.

step 3

Tested solution internally as a product.

step 2

Designed solution architecture and considered future features and cloud PBX integration.

step 1

Analyzed customer's processes and compiled cloud call center features.

Telecom Company Challenges

Managing high volumes of daily technical support requests from their customers required a streamlined and practical approach.

Not meeting the needs of the sales department for a software solution with robust contact center functionality to manage inbound and outbound communications effectively.

The company understood that implementing a cloud-based contact center solution for its internal needs would enable it to offer the same solution to customers as an extension of the cloud PBX solution provided by our team in recent projects with this customer.

Customer

Our client is a telecommunication industry leader with a dominant market position and an extensive range of customer services. The company's dedication to customer satisfaction and innovative solutions has enabled them to build a vast customer base.

They specialize in offering excellent communication services, such as calls, video calls, and text messaging, tailored to the needs of small to medium-sized businesses.