Virtual Queue

Virtual Queue

for Inbound Calls

Skill-based routing, self-managed queues, advanced call reporting, 100% recording and more.

SCALABILITY

SCALABILITY

1 to 1,000 agents – Our cloud contact centre platform can handle whatever scale you require, whenever.

RELIABILITY

RELIABILITY

100% uptime guarantee and multi-site geo-redundant platform to back it up.

COST SAVINGS

COST SAVINGS

Pay per use model. Pay for the seats and telecom you actually use.

Enhance your contact centre.

Enhance your contact centre and offer reliability and functionality necessary to successfully service customers and improve customer experience. Our cloud contact centre solution will give you access to advanced functionality without any infrastructure changes. NC3 allows your on premise, home based and outsourced agents to handle calls, emails, chat and SMS and by doing so to provide better customer service. Our cloud contact centre solution wraps around whatever infrastructure you currently have.

MANAGE AND MONITOR CALL VOLUME IN REAL TIME

REAL TIME REPORTING AND PERFORMANCE MANAGEMENT TOOLS

In addition to standard real-time reporting (AHT, ASA, ACW, TT, etc) our cloud contact centre solution offers a suite of performance management tools to enable your team to optimize and improve customer experience. With our platform, you will be able to look at agent state, occupancy, call arrival patterns to identify opportunities to shift or rearrange resources to handle the incoming calls. You will also be able to activate and use advanced functionality such as Call Recording, Queue Callback, Self-service and more.

Features

Features

  • Skill based routing
  • Multi-skilling
  • Ability to scale instantly
  • Intuitive web-based platform for agents and management staff
  • Telephony via SIP or traditional telephone lines (including mobile phones )
  • Flexible scripting and database/CRM integration
  • Call Monitoring
  • Call Recording
  • Reporting, Call Recording and Call Detail Records available in real-time
Optional Services

Optional Services

  • IVR Self Service
  • Queue Callback
  • Customer Satisfaction Surveys
  • SMS
  • International local and Toll Free numbers
Benefits

Benefits

  • Access to leading edge call centre features
  • Improved Reliability
  • Improved Flexibility
  • Improved Scalability
  • Reduced Costs
  • Instant DRP/BCP

TECHNICAL DETAILS

Call Delivery

Call Delivery

  • Agents dial into NuVoxx Cloud Contact Centre platform using traditional telephone, mobile phone or a softphone
  • Our platform delivers calls to agent accompanied with a Screen POP delivered via web browser.
Scalability

Scalability

  • Ability to ramp up and down to accommodate seasonal or project driven call volumes
  • Ability to use smart routing to allocate call volume to 3rd party
  • Self service to automate interactions and reduce AHT
  • Queue Callback to provide an alternative to waiting in queue
Reliability

Reliability

  • Geo-redundant infrastructure with multiple data centers in High Availability configuration
  • 100% Uptime SLA
  • Multiple Carrier and Data redundancies
Reporting

Reporting

  • Real time reporting including call centre metrics such as AHT, ASA, calls waiting, longest call waiting, agent state and more
  • Historical reporting
  • Call Detail Records available for export in CSV