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Cloud Contact Center for Communication Service Providers

The CreaLog Cloud Contact Center Solution opens up great opportunities for Communication Service Providers to approach their corporate customers with a compelling value proposition and offers great scaling flexibility for their customers: Its deployment options range from small businesses in need for a flexible automatic call distribution (ACD) system right up to enterprise organizations wishing to implement and operate a feature-rich contact center serving their customers at any time or place.

Corporate customers of communication service providers may start with a contact center offering telephone services only. But subsequent expansions can then feature a highly advanced interactive voice response (IVR) system for call steering, caller identification  and customer self-service for rapid first call resolution. Other important options include call recording for documentation and quality management as well as speech analytics for word-spotting, data mining and the transcription of communication. 

Setup and Integration

The Cloud Contact Center Solution can either be implemented on dedicated client/server hardware deployed on the communication service providers premises or it can be installed on the network operator‘s existing virtualization platforms. Whichever choice you opt for, your customers will always have all of the Cloud Contact Center Solution functions available in their latest releases.

CreaLog has years of experience in implementing contact center solutions for network operators and their corporate customers to draw from. Our solutions are already used by organizations with more than 20,000 service agents.

Ease of use for contact center agents

Logging on to the Cloud Contact Center Solution is easy for all contact center agents: All they need is a browser to enter their user name, password and their phone number — whether in the office, at a remote branch office workplace, in their home office or even using their smartphone or tablet on the road.

As a second option, the executable CreaLog Agent Tool (available for MS Windows) provides another way to connect with the Cloud Contact Center Solution.

The third and most simple option is the log on by telephone using a personal access code. In this way, even a person without access to a PC or mobile device can participate in customer communication using the Cloud Contact Center Solution.

Reports and statistics

Site and customer administrators as well as supervisors can prepare and retrieve a broad range of performance figures and reports related to their respective work areas, covering individual agents or skill groups. Hourly, daily, and monthly reports as well as agent and call queue statistics are available. 

Features at a Glance

  • Carrier Grade for  TDM, VoLTE, IMS, and NGN networks
  • Multichannel Contact Center
  • Service Creation Environment
  • Comprehensive Rights Management System
  • Freely Defined User Groups
  • Powerful Workflow Engine
  • Free Seating Option
  • Multiple Views for Workload, Status, Agent List
  • Individual Agent Menu
  • Mobile Logon to the CCC
  • MS Windows Agent tool
  • Call Information Windows
  • Call Reason Coding
  • Agent Group information
  • Call Transfer
  • Caller Blacklist
  • WebRTC Support
  • Sophisticated Queue Handling Features
  • Microsoft Skype for Business synchronisation
  • Real-Time Monitoring
  • Customized Reporting
Michael Michler - Senior Account Manager
Contact Person

Michael Michler michael.michler@crealog.com
Fon: +49 89 324656-44

+49 89 324 656-0
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