Advanced Telephony
Software for better customer engagements - Anywhere, Anytime
Enterprise Call Control
Advanced Telephony features typically associated with Enterprise phone systems come built-in with eServeCloud. Agents can deliver professional customer experience with click to call, hold, mute, transfer and conference calling
Click to Call
Autodial numbers with a single click to increase accuracy and through put of dialing. Click on Recent call list to call back missed or busy numbers
Call Disposition
Tag the result of calls from a pre-set list call disposition codes in the call transaction record. Administrators can setup custom disposition codes for their business needs
Outbound Caller ID
Outbound caller ID can be set automatically to the local number of the outgoing call to increase the probability of answer and increase closure rates
Unlimited Concurrent Calls
Purchase and publish local and tool-free telephone numbers as needed and receive unlimited concurrent inbound and outbound calls
International Calls
Obtain local entry point numbers in countries you do business to give your customers easy access to services. Make outcalls to any international number as required by your business.
Call Recording
Record all calls and review past calls with a click in the contact’s call transaction history from anywhere for quality management and compliance.
Call Notes
Enter notes of customer information for each call and save them with the call log record for later viewing.
Voice Mail
When the business or the agents are unavailable, users can leave voice recordings for agents and teams. Voice mail notifications and easily accessible recordings means your customers can always contact you even when you are not there.
Personalized Greeting
Record and save your personal greetings once and click to play them to the incoming calls to provide consistent and professional greeting to your customers at all times
Blind and Warm Transfer
When in hurry you can quickly sent a call to a colleague using blind transfer, but when needed use warm transfer to confer with your colleague before connecting them to with the customer
Connect to Any Agent Phone
Agents can receive their calls on phones of their choice including landline, mobile and SIP phones. This flexibility allows your team to provide service from anywhere using the most economical and highest quality device
Conference Calling
Advanced conference calling features allow you to bring multiple parties into a customer call to help you close. Visual conference list lets you add colleagues, mute and drop them as needs and easily collaborate with experts
Smart IVR
Software for better customer engagements - Anywhere, Anytime
Graphical Designer
Use the graphical designer to build your call flows without requiring any assistance from IT. Simple intuitive user interface allow you to setup and test the customer calling experience and then make it available on-line with a click.
Text-to-Speech, Recorded Voice Prompts
You can simply enter texts for prompts and select the voice type to have it spoken out by the system or you can record the voice prompts and upload them for playback
Business Hours and Holiday
Setup alternate flows for calls outside business hours and during holidays. The system checks your holiday and hours of operation settings and uses appropriate call flow.
Multiple Level Menus
You can setup arbitrary levels of voice menus for your incoming callers, we would, however, recommend limiting it to a few levels for user convenience.
Speech Recognition
Both DTMF digits and Speech recognition can be enabled to allow your callers to either speak their requests or enter DTMF digits when in noisy environments
Voice Mail for After Hours
For non-business hours you can direct the callers to leave voice messages that can be assigned to a team or an individual agent.
Customized Data Access
The custom data access facility lets you create scripts to access external data and systems and return the results to the customer.
Menu Options
A powerful set of pre-built functions let you create most customer call handling experiences. Custom API options give you the flexibility to access external data and create self-service solutions.
Send Text Message
You can let your customer receive information via text messages. You can setup the IVR to send pre-defined test messages based on the customer selections.
Routing & Queuing
Software for better customer engagements - Anywhere, Anytime
Skill Based Routing
Increase customer satisfaction by routing callers to the most qualified agents based on the required skills.
Automated Call Distribution
Inbound calls are automatically routed to the best available rep based on rules setup by the administrator.
Queue Prompts
Play customized voice prompts using Text-to-Speech or Recorded prompts to the waiting callers to provide information and status and improve the caller experience
Routing Graphical Designer
Use graphical designer tools to configure call flows at any time to match your call traffic to the available agents
Customer Data Driven Agent Selection
Use customer data to determine the best agents to handle the call and develop better one-on-one service rep to customer relationships
Route to Team
Route incoming calls to the available members of this team
Busy, No Agent Handling
Handle all agents busy or no agents logged in conditions by directing the callers including leaving a voice message or routing to another queue etc
Timeout Routing Options
Have waiting callers leave voice messages or re-route to higher priority queues, when wait time exceeds the timeout setting to give customers an improved calling experience
Queue Alerts
Get automatic Text or Email alerts when certain thresholds are exceeded for the callers in the queues.
Multiple Routing Flows
Design unlimited routing call flows based on your business needs and assign them to numbers or IVR selections.
Time-of Day Handling
Setup different routing rules for business hours, outside of business hours and holidays. System automatically uses the routing rule valid for the current date and time so that callers are best matched with available resources
Estimated Wait Time
Let your callers know the approximate wait time to set their expectations and provide them alternative to waiting
Queue Call Back
Lets your callers choose to wait in the queue or receive a callback from the system when agents become available.
Omni-Channel
Software for better customer engagements - Anywhere, Anytime
Inbound calls
Receive unlimited number of concurrent inbound calls to your business service centers and route them using sophisticated rules to increase call resolution.
Chat
Improve customer experience and drive higher conversion rates by providing real-time on-line chat connection with a live person.
SMS (Text)
Connect with customers where ever they happen to be over SMS text messaging. Agents can receive and respond to text messages in time saving and cost effective way.
IP-Chat (AnyChat)
IP-Chat is outgoing chat service that can be used to connect with off-line customers and prospects, increase connection and close rates by providing reps with a high responsive communication channel.
Outbound calling
Make outbound call with a click to close sales deals or use call lists to automate outbound dialing to improve call closure rates
Web On-Line Customers
View, capture and proactively message your online prospects to increase conversion and increase on-line sales
Email (coming soon)
Support your customers with fast personalized response to email queries have emails routed to the right teams and agents. Use email in outbound campaigns combined with voice and text messaging
Video (coming soon)
Escalate voice and chat session to video (one-way or two way) to improve the customer engagement and quality of interaction
Unified Agent Desktop
Make is easy and faster for your agents to handle omni-channel communications from on interface without having to switch between different applications
Monitoring & Coaching
Software for better customer engagements - Anywhere, Anytime
Monitor KPI in Real-Time
Live dashboards provide you real-time data on the key performance parameters of your contact center so you can take actions when issues arise.
View Agent Activities
View the current activities of your agents, both their communication sessions and their summary performance data from the Agents Live Dashboard. Take proactive actions from the dashboard window.
Live Queue, Agents and Interactions Status
Monitor the live call and messaging sessions in progress in your contact center, see callers waiting for service and calls connected to the agents. You can select a call to take supervisor actions.
Take Call Actions
Click on the call actions to take over the call, listen to the conversation or barge-in to talk to both the agent and caller.
Take Agent Actions
Supervisors can change the Presence Status of agents,, log them off, setup calls or chat
Receive Escalation Alerts
Agents can click on a button to request support from their supervisor. Supervisors receive the alert notification and can respond from the Live dashboard
Coach via Chat
Start a chat session with the agent while listening on the calls to advise on customer call handling
Monitor calls
Listen to the calls in real-time to monitor quality and compliance with procedures
Barge-in
In response to alerts or while listening in on the call, supervisors can join the conversation and talk to both the agent and the caller to help closing the call
End Call or Message Session
Supervisors have the ability to end and drop a call or messaging session from the system. The connection between the rep and customer is terminated
Account-Based Sales
Software for better customer engagements - Anywhere, Anytime
Account Management
Access critical customer data including key contacts, interaction history, and more — quickly and easily from a unified view. See all the deals involved with the account. Account views bring together all the activities associated with a account allowing the entire team to work in concert.
Customer Management
Provides contact and activity details for each of your customers. Keep all customer details on-line along with automated capture of interactions you have with the customer. You can work from anywhere with this on-line data.
Internal Directory
Access your organizational information and collaborate with a click to call, conference or by messaging them. The sales reps and managers contact information is also available for quick access from anywhere.
Standard & Custom Views
Get a list of accounts by different standard views – all accounts, by location, ownership etc. Or use the custom filters to create the specific list of accounts that you need
Any Field Search
Search on any of the display fields to locate the required customer account
Notes
Keep account level notes for archival and review by your sales team
Click-to-Call
Click to call any of the account or account customer contacts. Call their work or mobile numbers from anywhere
Click to Text
Click to send text messages any of the account or account customer contacts
Invite to IP Chat
Setup an IP Chat session with anyone at anytime when you need to exchange documents or forms
Primary Account Contact
Keep a record of the primary contact for an account
Assign Owner
Assign a rep to your accounts or customers or associate them with a serving team. Inbound calls and messages shall be routed to that rep
Get Social Links
Update the social links for an account from the account website information
Transmitted Documents
Keep track of all documents shared with the account
Data Import Wizard
Import account and customer data from csv files
Integrations
Software for better customer engagements - Anywhere, Anytime
eServeCloud REST APIs
eServeCloud's REST APIs allow enterprise customers to integrate and leverage their internal data stores and applications.
Cisco Tropo Integration
With gateways in North America and Europe, Cisco Tropo provides extensive and scalable PSTN connections for inbound and outbound calling, text messaging, speech recognition and conferencing. eServeCloud solution leverages and build powerful enterprise level solutions on the Tropo base
Cisco Spark Integration
Cisco Spark is an open platform providing enterprise messaging, meeting and calling services with APIs to enable eServeCloud to connect the enterprise to its outside customers, prospects and partners. eServeCoud leverages Spark SIP connectivity to allow reps to take calls on Spark endpoints.
SIP Phone Support
Add in your SIP Phone URL and select it to receive calls on your SIP device.
SaaSBridge (coming soon)
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Packaged CRM Integration (coming soon)
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Automated Workflows
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Reporting & Analysis
Software for better customer engagements - Anywhere, Anytime
Historical Performance Reports
Monitor the performance of your sales operation and make intelligent data driven decisions to improve processes and user skills
Live Dashboards
Get overview of the key performance indicators and see the trends in real-time. Multiple dashboards with each focusing on different aspects of your sales center
Custom Thresholds
Set your warning and alert levels for each of the KPIs to make it visually explicit when issues begin to arise.
Agent Personal Dashboard
Each Rep or agent can view their personal statistics in their home page.
Emailed Reports
Get your sales center reports delivered to you in your inbox
Threshold Alerts
With alert notifications, you can receive text messages to let you manage the sales center when you are away from you desk
Agent Reports
Get the performance of the agents/reps and team from reports showing calling performance and lead handling statistics
Live Trend Charts
View current trends for calls, agent availability and other performance metrics in real-time in the trend charts
Custom Report Filters
Select your filters from date range,, interval and the teams to generate the specific report that meets your requirement
Schedule Reports
Schedule reports to run at the interval of your choice to track critical performance metrics