Contact Center

The CrystalBlue Contact Center was specifically designed for SMEs that want to manage and operate their own contact center to deliver superior customer service, improve customer satisfaction and leverage a virtual workforce with the cost savings and benefits of cloud computing.

The CrystalBlue Contact Center enables organizations to better manage inbound calls by quickly ensuring that all incoming calls are automatically routed to the correct individual or department through simple and easy to setup automatic call distribution groups. The service is easily scalable providing easy agent-by-agent expansion using a web-based dashboard for configuration and monitoring. Agents need a PC, phone and Internet connectivity to be productive. Deployments that once took months are up and running within hours.

• On-demand service with no hardware or software investment upfront, scaling up or down according to business needs.
• Virtual design for multi site and home operations without additional effort or cost. Agents can be anywhere using an Internet browser and phone.
• Automatic Call Distribution (ACD) and advanced rule definitions determine which agent receives the next call, considers defined skill sets per agent, priorities, longest idle time, and queue thresholds for better customer service.
• Web-based interface for real time monitoring, reporting, and agent log-in.  Supervisor configuration screens give complete control of all aspects of the contact center environment. The web-based Configuration Manager makes it easy to setup and manage agents.
• 7/24 operations with call routing across multiple sites for follow-the–sun call handling.