Cloud Contact Center

• Comprehensive information
  Empower agents with all the customers' information handy on a single platform to form a perfect response.
• Multi-channel support
  Communicate through the customer's preferred channel, voice, text, video, social media, and more.
• Deep insights into customer behaviour
  Get deep insights into customers' behaviour and activities through intelligent analytics to deliver them exactly what they want.
• Smart call routing
  Route calls to the agents only when needed, with less hold time and an auto-callback feature.

Enhance Customer Support with Cloud Call Center Solutions

Modern customers call for seamless, quick, and cross-channel support, making cloud contact centre solutions a pressing need. With an effortless blend of automated and human responses, it brings a flawless experience to customers.

• Know your customers, have meaningful context, and provide the right help.
• Stay available 24/7 and provide support when it matters the most.
• Support customers the way they want using multi-channel features.
• Escalate support cases that require additional assistance.
• Prioritise support cases based on their criticality, customers' life value, etc.
• Provide multi-language support for enhanced engagement.

How does the Cloud Contact Center work?

Cloud based call centres are comprehensive suites that

• Work as a centralised hub.
• Handle all inbound and outbound customer interactions.
• Allow virtual and remote agents.
• Serve on various channels, including calls, emails, chats, web, WhatsApp, and social media.

Cloud based contact centre works entirely over the Internet using VoIP. It does not require any additional equipment installation and maintenance. Companies can also integrate these solutions with their CRM to sync all communication data and enable calls with just a click. All businesses need is a workstation, headsets, and an Internet connection to have these solutions up and running.

Features and Functionalities of Cloud Based Call Center

Integration and Compatibility

Airtel's Cloud contact centre seamlessly integrates with the organisation's CRM. It allows making calls using the CRM without any toll bypass.

Security and Compliance

Airtel's solutions fully comply with DoT and TRAI standards. It also implements encryption, role-based access control, two-factor authentication, traffic monitoring, etc., to ensure security.

Customisation support

Cloud contact centre's analytics features deliver insights into customers' preferences and enable customised support. It allows customising responses with time, channel, language, and information per customers' desire.

Customer Support and Training

Airtel's cloud based call centre is user-friendly and provides 24/7 support. It integrates with employee management software and assists in skill assessment and personal development plans.

Customised Cloud Contact Centre Solutions for Different Types of Businesses

Combating fierce competition and intense customer demands is the story of all businesses, regardless of size and industry. Clearly, cloud call centre solution is crucial to stay competitive. Airtel's cloud based contact centre offers exclusive features that suit all.

Solution with a network on the cloud

Businesses get freedom from multi-vendor management, improved reliability, minimal downtime, and lesser ownership costs with Contact Center Software and Session Border Controller in the cloud.

Airtel IQ X Genesys Cloud Contact CX

It delivers differentiated, personalised omnichannel customer and employee experiences with a simple, cost-effective solution.

Click-to-call via CRM

A fully compliant offering that allows triggering progressive outbound calls from the organisation's CRM without toll-bypass.

Increases ROI for marketing campaigns

The solution uses mobile numbers as line identities to increase the answer rates by up to 15%, improving agent productivity and customer acquisition costs.

Toll-free with intelligent reporting

It improves service quality by tracking missed calls on Toll-free numbers.

Airtel IQ Cloud Based Call Center will Enhance Business Capabilities

With the shift from telecom to chats, social media, and mobile services, Airtel's cloud call centre elevates business capabilities in multiple ways.

• Enhancing customer experience with multi-language and omnichannel support.
• Managing multi-location centres.
• Scaling as the business grows.
• Empowering remotely working agents.
• Blending all business software into a comprehensive suite.
• Developing global dominance with widespread availability.

Why Choose Airtel IQ Cloud Call Center Services

Regulatory compliance

Airtel's cloud contact centre is fully compliant with DoT and TRAI regulations.

Freedom from multi-vendor management

Airtel manages everything from licensing and hosting to usage, liberating businesses from managing multiple vendors.

Unified SLA

Comprehensive SLAs help businesses understand customers' experience, pinpoint errors and create growth opportunities.

Innovation Airtel IQ in their journey

Businesses benefit from constant innovations, like recording and reporting, and support on toll-free and mobile CLI.

Comprehensive bundled pricing

Companies can pay-per-agent (network and software) and benefit from economies of scale.