An Advanced Call Center In The Cloud

Everything Your Business Needs Today And Into The Future

 
A Complete Cloud Contact Center

You can launch your new contact center almost immediately and enjoy all advantages of a cloud computing environment. No hardware expense, no software licensing fees and no implementation or maintenance team to hire. FlyFoneTalk Telecom can save your company money, resources and valuable time through our Hosted contact center / call center solution. Cloud call center that covers your business needs and delivers results.

Our Cloud Call Center infrastructure also support a comprehensive API (Application Programming Interface) so that you can integrate our Call & SMS service into your existing back-end (CMS/CRM,…). It’s just a simple and quick deployment as many of our customers are using it.

ACD – Automatic Call Distributor

Automatic Call Distribution or ACD, is a tool commonly used in the telephony industry. ACD systems are commonly found in any office that handles a large volume of inbound calls. The primary purpose of an Automatic Call Distributor is to disperse incoming calls to contact center agents or employees with specific skills.
 
 

Our Call Center Advanced Features

Skill-based Call Routing
Account-based routing
Priority, FIFO and preferred routing
Wait time notification

 

Pre-integrated with IVR to enable advanced call handling capabilities
Voice Mail integration
Recording Support

 

IVR – Interactive Voice Respons

With IVR (Interactive voice response) feature, we provides an extremely smart and flexible solution to access information and perform important tasks using the phone keypad. IVR system can help to direct customers to the right support channel they need.(e.g.: Press 1 for sales, Press 2 for promos, Press 5 to talk to an executive, etc.)

It is a perfect feature to build an interactive voice-menu suiting your needs in the language of your choice. IVR can accept input from callers, usually in the form of pressed phone keys, and can accept voice input and in some cases translate that into actions. It’s also useful to setup time conditions: Out of Working/ Holidays/ Promotion announcement…
 

Connect Local Hotline / Toll Free Worldwide
With IVR (Interactive voice response) feature, we provides an extremely smart and flexible solution to access information and perform important tasks using the phone keypad. IVR system can help to direct customers to the right support channel they need.(e.g.: Press 1 for sales, Press 2 for promos, Press 5 to talk to an executive, etc.)

It is a perfect feature to build an interactive voice-menu suiting your needs in the language of your choice. IVR can accept input from callers, usually in the form of pressed phone keys, and can accept voice input and in some cases translate that into actions. It’s also useful to setup time conditions: Out of Working/ Holidays/ Promotion announcement…
 

Monitoring Call Operation Efficiency

Our Call Center allows supervisor to evaluate agent performance in measurer of the call activities based on monthly/daily/hourly dialed calls, talk time, wait time, abandon calls. The performance can be evaluated in the basic of single agent, or a group and department (Telesales team, VIP team, Retention team)

Call center leaders who are actively managing queues and agents, have the ability to listen to calls, monitor and change agent status, prioritize and redirect calls. Our tool provides true depth into your organization’s calls, including such features as silent monitoring of agents and queues, real-time status of agents and queues. Generate real-time or scheduled reports in different formats that provide detailed insights on queue and agent performance from anywhere
All Call Recording Management

With the ability to quickly and easily access 100% of your organization’s calls, you can control all conversations your team talked to customers and dramatically improve your agents’ performance and increase your customer satisfaction scores to drive top and bottom-line improvements.

100% call recording hosted in our private cloud computing for greater reliability, security and availability.
Web-based Recording Management
Sort by agent name, extension number
Filter record by: Date, Agent, Destination, Call Type
Multi-level permission access restriction

 
 

Real-Time And Powerful Report System​

The call report reports provide rich insight into agent performance and behavior. At the click of a mouse, leaders have access to agent productivity metrics (calls handled, talk time, abadon calls etc.).

Outbound Report

Report updated in realtime:

Agent performance report.
Timely report: Monthly, Daily, Hourly outbound call report.
Hangup side
Detail report: call time, agent name, customer number, begin time, hang-up time, hold time, call status, …
Hangup side.

Export to Excel

Outbound Report

Report updated in realtime:

Agent performance report.
Handled call report.
Abandon call Report.
Hangup side Detail report: call time, agent name, customer number, …
begin time, hang-up time, hold time, call status, and many other…

Export to Excel

Outbound Report

Call recording management:

100% Recording.
Multi-format Voice Recording.
Web based management and online listening.
Listen right after call complete.
begin time, hang-up time, hold time, call status, and many otherSort by: phone number, agent, call time

Export to Excel

 

SMS Mass Sending Tool
Regardless of what you want to send out – promotions, discounts, updates, or notifications – SMS mass sending tool lets you reach thousands instantly and globally. It’s very common nowadays to strengthen and improve relationships with customers by sending special promotions and satisfaction surveys.. by text messaging

SMS scheduler allows you to schedule an SMS sending at the future events
Track real-time results and use analytics to better approach your future campaigns
Blacklist management to keep your SMS away from user complaints.
Global reach to more than 50 countries in the World
Any country. Any volume. Any scale. Send SMS globally in minutes using our messaging service.

 

Ready To Get Started

 

Everything you need to build and run a Call Center for customer support, telesales, telemarketing or help desks

 
FlyfoneTalk Telecom Ltd

The Hong Kong Club Building - 3A Chater Road, Central, Hong Kong

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