Access Cloud Contact Center

Elevate Your Contact Center In The Cloud

Telephony and the cloud, the perfect combination

An intelligent and easyto-manage platform that leverages all the advantages of the Internet and the cloud :

Speed

Set-up is immediate and conguration takes just a few hours

Savings

No need to invest in equipment or software licences.

Flexibility

Full scalability thanks to the cloud. Add or remove agents whenever you want, in real time.

Robustness

A cloud-based telephony platform that is constantly updated and protected in multiple data centres.

Usability

An intuitive control panel withmulti-device access and a wide range of features for agents, supervisors and managers.

Availability

Online service accessible 24/7/365, always updated to the latest version

Client relationships that take your business further

Making Your Telephony Smarter

Empathy and closeness are essential for fostering relationships built on trust. These days clients and consumers are just a click away from all their options. Smooth, quality communications at just the right time can be the di erence between winning or losing opportunities

Access Cloud
Contact Center

Manage thousands of calls from users demanding swift, efficient and specialised responses. Customer service centers need technology that routes calls effciently and generates information relevant for better service management. Technology that helps to build fruitful relationships between companies and their clients.

A service delivering a professional response to the needs of the most demanding campaigns. Here, we have created our Access Cloud Contact Center: a tool that facilitates, manages and optimises telephone-based relations and services.

Our Access Cloud Contact Center combines the most innovative benefits of the cloud with the requirements of telephone based customer service. This is smart telephony: a full platform that connects users to companies in a way that is easy, effective and scalable.

Business intelligence

Analyse all contact center calls and resources in real time or on a deferred basis. Access to a powerful statistics module in your control panel.

Intelligent routing

Manage all of your inbound calls with multiple criteria. Improve volume management and optimise allocated resources.

Easy integration

Connect the Access Cloud Contact Center to your corporate tools, CRM or ERP. Turn it into another variable for improving management of your company.

Inbound and Outbound

Manage calls and campaigns with professional tools. Increase productivity and facilitate collaboration.

Cloud Service

All of the advantages of the cloud: exibility, speed and e ciency. Easily connect to your online control panel whenever and wherever you want

Client relationships that take your business further

The Best Answer
To Every Call

An optimised process that improves the service for each user through a more precise, more attentive and more e ective approach. Here, we have analysed thousands of calls in order to perfect the experience of the user at every step and in each interaction. And that means more automation, greater precision and a better service from supervisors and agents.

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Automatic routing

Incoming calls are routed based on various criteria, such as day of the week (business days, public holidays), lists (whitelisting, blacklisting, VIP numbers), call sourcing ( xed or mobile network), geography (county or postcode), agent status or call load balancing.

Advanced management of queues and ACD

Calls are forwarded to agents based on several customisable criteria. Users receive real-time information on wait times (during calls or on the website).

Voice-over management

Voice-overs that can be inserted at any point in a call. Can be uploaded, recorded on a microphone or created in various languages based on a text (TTS).

Virtual operator and IVR

The initial voice-over can offer various options to the user, who can interact using their keypad (DTMF) or their voice (ASR).

Automatic whispering

When agents answer a call, they hear a brief description of the line or service that the call is about

Surveys

The initial voice-over can offer various options to the user, who can interact using their keypad (DTMF) or their voice (ASR).

Automatic call back

When agents are available, the platform automatically calls those users who have yet to be served.

Call recording

Use recordings of all calls or from any point within a call. Save them in the cloud and access them with ease from the control panel.

OUR SOLUTION Optimisation

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Agents Focused
on Their Contacts

Every interaction with an agent is an opportunity to provide the best service. The key factor is that your agents can focus their attention on what’s really important: the user.

Our Access Cloud Contact Center provides agents with a comprehensive tool for managing calls with the utmost effectiveness, from anywhere and from any device.

Webphone

WebRTC technology can turn your PC browser into a telephone terminal. Convenient and comprehensive.

Contact information

Agents receive the information associated with the client’s number.

Call classification

Each call is categorised according to a predefined list of options (predefined by the supervisor) or using free text notes.

Status update

Agents can change their status at any time, as well as select which terminal to use to provide service.

Call recording

Full recordings or recordings starting at any time in the conversation.

Rescheduling of calls

Agents can schedule a call and program the system to contact the user and connect them to the same agent or to another available agent.

CLID selection

A number for each campaign.

Call transfers

To other agents, groups or destinations (assisted transfer and direct transfer).

After call work

Supervisors can set the admin time at the end of each call.

Call history

Continuous access to an inbound/outbound call log.

OUR SOLUTION Productivity

Active Campaign Supervision

Strengthen the relationship between supervisors and agents in order to offer the best response. Our Access Cloud Contact Center includes features and information so you can act on any call or agent in real-time. A powerful tool for supervising campaigns effectively, optimising resources and ensuring the service quality level.

Active monitoring

Supervisors can listen in on active conversations or recordings of
finalised calls

Whispering

Instant communication with agents to give them tips: instructions about the call in progress.

Queue configuration

Parameters can be changed in real time (queue size and maximum waiting time in the queue).

Call actions

Calls can be forwarded or transferred from the queue to an available agent, or active calls can be terminated at will.

Wallboard

A precise control panel highlights the main indicators of the calls underway, calls waiting and the service level

Multi-device interface

Each supervisor can work at anytime from any location (smartphone, tablet, PC).

OUR SOLUTION Monitoring

If you have the best campaign, we want it to reach as many people as possible. Because the more successful your contacts, the better your results. Here, we make the technology so you can get the most out of your outbound call campaign.

Outbound Call
Campaign

Voice Campaigns

  • Automatic dialler :
    make calls at the frequency you choose
  • Preview dialling :
    agents see the contact information on the screen before they start their calls
  • Progressive dialler :
    makes calls based on agent availability
  • Predictive dialler :
    makes calls based on agent availability and
    the ratio of answered calls
  • Predictive dialler :
    makes calls based on agent availability and
    the ratio of answered calls
  • High volume :
    makes thousands of calls in just a few minutes
  • Variable CLI :
    a number of origin for each campaign
  • Automatic answering machine detection

Send out large volumes of calls in a smart and efficient way, using our automatic dialler. In summary: faster, easier and further

OUR SOLUTION Volume

Digital
Intelligence for
Your Business

The statistics and reports module provides clear and practical historical results, so that they can be turned into useful information for companies. Predefined, custom reports, search and performance alerts so that you can understand what is happening at anytime, what your team should do, and what decisions need to be made. The starting point for making forecasts, modelling and optimising relationships between companies and their users.

Voice Campaigns

A company is a multitude of processes and systems for managing data. Smart telephony responds to this complexity with a commitment: by connecting the service to existing corporate tools. philosophy that guarantees the security and efficiency of all corporate data with a 360• view at no additional cost.

Connect the Access Cloud Contact Center to your corporate tools. CRM or ERP. Turn it into another variable improving management of your company.

Integration with Salesforce
use the stand-alone version of agent module to integrate it into your Salesforce CRM and link the information from the calls you receive to your operations.

Integration of other CRM or ERP systems
Integrate any web app into agent module. Whenever an agent receives a call, the platform will send your CRM the necessary information to open the datasheet of the client wh&s caning. Agents can also make calls directly from your CRM.

Feed your Business Intelligence systems
Use the full API (or web services) included in the solution to obtain all the information from inbound and outbound calls and integrate it into your own Business Intelligence systems.

OUR SOLUTION Knowledge

WE COMMUNICATE IN THE NEW BUSINESS LANGUAGE

Effective communications between companies and people and vice versa. A way to strengthen relationships. At Access, we offer communications solutions that strengthen relationships and help businesses to grow.

In a global, digital world, telephony is much more than just communication. It is innovation, flexibility, effciency and integration. It’s added value and a competitive advantage. We help our clients become more flexible and efficient, and communicate more effectively, through our smart communications model.

There’s no intelligence without service. Here, we believe in a personal approach to telephony. We listen and adapt our technology to the specific needs of each client. It’s the human factor that makes us stand out. Because we are a different kind of telecom operator.

Not sure how it works?

We will assist you to identify the best option.

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