Multichannel Cloud Contact Center - BeinContact 3.0
Your contact center is a mission-critical part of business.
Our Multichannel Cloud Contact Center platform is architected from the ground up for high availability and reliability
and has been the core platform for major service provider cloud contact centers worldwide for nearly two decades,
making it the pioneer and industry leading cloud-based contact center platform on the market today.
Fully Featured MultiChannel Cloud Contact Center Software
BeinContact 3.0 provides an integrated stack for managing all customer communications in your environment:
- Routing, Reporting, Recording, Quality Management, Coaching, and Surveys. All-in-One Contact Center Solution!
- Out-of-the-box CRM integration and cloud APIs.
- Built-in Knowledge Base, Calendaring, and Reminders.
- Choice of cloud infrastructure and telecom providers.
The heart of BeinContact’s 3.0 Multichannel Cloud Contact Center software is a powerful multichannel engine.
It was designed for omnichannel interactions across any combination of voice, video, and digital channels:
- Inbound, Outbound, Blended and IVR for voice and video.
- Support for all digital channels including Email, Chat, Social, Mobile In-App, and Messaging.
- Seamless channel switching and escalation.
- Monitoring, Reporting, and Quality Management consistent across channels.
Your customers can use their favorite media channels to communicate with representatives which can include voice, chat, chat with video/pictures, email, SMS, social media, mobile apps, and popular chat apps like WeChat, Line, and other social messengers.
Unified Agent Desktop to Maximize Agent Efficiency
A central function of BeCloud Solutions is its unified agent desktop. BeinContact 3.0 (a Multichannel Cloud Contact Center Solution) is built to bring all the information needed to handle interactions and boost agent productivity to their fingertips:
- A unified experience across all channels.
- Instant access to features, customer context, and knowledge.
- No “alt-tabbing”, window switching, or long page scrolling.
- Pure web-based application accessible from any location, using any browser.
Intelligent Multi-Channel IP ACD with universal queuing
Within BeinContact 3.0 there is an Automatic Call Distributor and IVR system that provides one single point of queuing and routing for all contact types, including phone calls (traditional Automatic Call Distributor), calls, videophone calls, messengers, email, fax, SMS, voice mail, rich web chat, web voice, web video, web collaboration and mobile applications.
Handling more than one interaction of various media types, including multiple simultaneous communications between a representative and a customer is a breeze with our BeinContact 3.0.
Blended automatic conversation distribution (ACD) takes into account multiple skills, contact history, escalations and priority, irrespective of channel. Based on back-end data, interactions can also be distributed personally or re-prioritized.
Fine control over the interaction blend on an agent desktop is actually easy to set up: things like “a voice call can interrupt processing of e-mail or interrupt up to 2 chats” are easy with Agent Capacity Model.
Designed to flexibly and economically fulfil the most complex customer interaction management requirements, our Multichannel Cloud Contact Center (BeinContact 3.0) features included:
- Blended Automated Conversation Distribution (multichannel ACD)
- Multichannel conversation Automation & IVR (IVR and Visual call flow)
- IVR Self service
- IP-PBX / PBX and Unified Communication Functionalities
- Text to Speech and Automatic Speech Recognition
- Web Chat with Canned Phrases
- Web Voice Call from website
- Video chat using WebRTC
- Multiskill and skill level base routing
- Screen Monitoring and Recording
- Wallboard displays and personal performance dashboard
- Real-time and Historical Comprehensive Reporting
- CRM & Apps integrations