Size Doesn’t Matter with Cloud

Cloud contact centre solutions offer genuine affordability for all sizes of business. In addition, the solutions we offer require minimal on-site hardware or software, so scaling up – or down – is easy and can be done in real-time.

Enjoy a More Cost-Effective Consumption Model

Unlike on-premises call centre technology with fixed-term licensing costs, with cloud, you only pay for the services you consume. So if you hit a quiet patch, you can immediately downscale your requirements and outgoings and save.

Foster an Agent-Friendly Environment

Cloud call centres only require minimal tools to support agents who need or prefer to work from home, enabling you to weather workplace health restrictions, minimise your investment in costly office space, and offer positions to agents not located near your contact centre premises.

Improve Call Management and the Customer Experience

A cloud contact centre solution offers features that improve the customer experience. For example, predictive call routing enables you to manage unexpectedly high call volumes. Direct overflow calls to other agents or expedite them by routing to the agent best qualified to take the call. Calls can be prioritised, so an overseas call or high-value customer is moved to the front of a queue. And queue reporting allows your supervisors and management to determine how queues are performing, monitor staffing levels, identify problems, and analyse trends historically or in real-time.

Simplify Call Quality Control

The fastest way to improve the customer experience is to provide your contact centre supervisors with the ability to silently listen in on live calls to evaluate agent capabilities, join the call if requested, and more. Add sentiment analysis capability, and you’ll have an even more accurate picture of how your customers perceive your agents, products and services, and brand.

What Do You Need to Get Going?

Agents and supervisors require a compatible handset, headset, and desktop application. Each site also requires WAN or Internet connectivity.

What Cloud Contact Centre Solutions Can We Offer You?

Digital Island has two options. First, we offer Amazon Connect , an easy-to-use omnichannel cloud contact centre, powered by AWS, and deployed by thousands of companies worldwide, to serve millions of customers daily.

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Q: Improve Compliance Without Adding Costs

With their centralised platform for recording and archiving incoming and outgoing calls, Cloud contact centres enable you to quickly add features and workflows that help you meet new compliance requirements – and fast.

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