A FULL FEATURED CONTACT CENTER AS A SERVICE SOLUTION
All the traditional inbound and outbound features combined with the latest innovations and APIs
BEAT THE LEARNING CURVE
CCaaS SHOULDN’T BE COMPLICATED
Mobile Business Contact is designed to be simple and easy to use. It includes self-help tools, simple and understandable client notifications, context-sensitive help popups, and a library of on-product help articles.
Video tutorials are also available for a visual, hands-on, learning experience.
OMNICHANNEL
REMOVE COMMUNICATION SILOS
Customers contact companies in multiple ways. Instead of
managing each communication pathway separately, Mobile
Business Contact integrates all channels (voice, text
messaging, email, web chat, and social media) into a single
interaction view for the customer service representatives.
THERE IS NO SUCH THING AS “ONE SIZE FITS ALL”
CUSTOMIZABLE AND EXPANDABLE
Each business has specific needs, but traditional contact centers make those customizations time-consuming and costly. With Mobile Business Contact, customizations are simple, with prebuilt integrations to popular CRMs and an easy-to-use, yet powerful Rest-Based API engine that enable businesses to create their own custom use cases and flows.
Prebuilt CRM integrations
Salesforce, Zendesk, Microsoft Dynamics, Zoho, and more
Rest-Based APIs
Integrate the CCaaS instance with in-house applications and create custom automations
IVR Designer
Do-it-yourself tool to route calls based on customer-specific needs and use cases
TURN BUSINESS LEADS INTO CUSTOMERS
AUTOMATED OUTBOUND DIALERS
Businesses need to attract new customers in order to grow. Mobile Business Contact provides a variety of dialers to meet the needs of any business looking to activate outbound sales and marketing campaigns. Since the dialers are automated, customer service representatives spend more time talking and less time spent dialing and on unanswered calls.
Preview Dialing
Let your customer service representatives see the next call in advance to be better prepared
Progressive Dialing
Automatically call a new customer as soon as your customer service representative is available again
Predictive Dialing
Filter dial tones, busy lines and voicemail, connecting the customer service representative to the customer once they have answered
ENABLE WORKPLACE FLEXIBILITY
MULTIPLE DEVICES AND CLIENTS
Mobile Business Contact provides multi-device capability, so customer service representatives or subject matter experts can take calls using a WebRTC-based browser phone, within a CRM interface, a SIP phone, or even from a mobile or landline.
EASY TO CONFIGURE GREETINGS AND ANNOUNCEMENTS
GREETINGS AND ANNOUNCEMENTS MADE SIMPLE
Mobile Business Contact makes it easy to set up what customers hear when they call in.
TEXT TO SPEECH
No need to hire voice talent, simply type messages and use the customized text-to-speech engine.
WAV UPLOAD
Keep or create personalized messages by uploading custom WAV files.
OUT-OF-HOURS GREETINGS
Different greetings and options when business is closed.
LANGUAGE-BASED GREETINGS
Provide multiple language choices for customers and match with qualified employees.
MULTIPLE ROUTING OPTIONS
GET CUSTOMERS TO THE RIGHT PERSON
THE FIRST TIME
When a customer contacts a business, eliminate bouncing them from one customer service representative to another or make them call multiple times. Mobile Business Contact provides multiple routing options to help with first call resolution.
Skills-based Routing
Assign incoming calls to the most suitable subject matter expert.
Time-of-day Routing
Ensure after hours calls are answered by on-call representatives or groups.
Queue Size
Reduce wait times by sending calls to less-busy queues.
Priority Routing
Sticky Representative
Build lasting relationships by connecting the same expert for a customer.
Language Proficiency
Direct customers to experts that can help them in their own language.
Still have questions?
DON’T WORK IN THE DARK
RICH ANALYTICS AND REPORTS
How many calls are in the sales queue right now? How many active customer service representatives and subject matter experts are working with customers? What was promised to a customer yesterday? With Mobile Business Contact, businesses have access to rich analytics and reporting – both real-time and historical– that can be analyzed to ensure better representative/expert performance and proper staffing levels.
Real Time Dashboard and Analytics
Monitor session and representative/expert status and take action
Historical Reports
Report scheduler
Configure recurring reports with full granularity
GET THE BEST OUT OF EMPLOYEES WITH ADMINISTRATOR TOOLS
Supervisors need to be able to monitor, review, and coach customer service representatives. Mobile Business Contact provides access to all interactions.
Call Recording
Easily organized in the historical reports.
Quality Management
Analyze and grade each customer interaction to help representatives/experts improve.
Representative/Expert Monitoring
Listen to live phone calls, coach employees during difficult calls, and joining the representative on the call to speak directly to the customer.