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 customizes 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

Route VIP customers or high priority calls to managers or special employees.

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
Analyze the performance over time to identify trends.
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.

Still have questions?