Cloud Contact Center

Customer experience and interaction is no longer just confined to a call center where agents are on the phone. Reinvent has seen the market evolve over the last few years where end customers are using a range of services including email, IM and social media to interact with businesses. We have been able to work with our technology partners to build a Cloud Contact Center solution that will enable your contact center customers to enter this new era.

Reinvent’s solution is based on the Telax Contact Center solution which has been built to offer Multi-Channel interaction, CRM integration and many more advanced features to enable your customers drive greater efficiencies and to give their end customers the best possible experience. Our analytic and reporting software means that your customers can understand how their center is performing and make real-time changes to improve agent’s productivity

The benefit of being in the cloud is that the service can be rolled out in multiple locations with no hardware costs when new features are rolled out. This combined with the competitive price of the service brings clear financial value to your customer and increases your potential revenues.

Multi-Channel Email, Chat, SMS & Social Media Queues

Allows customers to contact businesses via email, chat, text and social media. These interactions are easily managed with the Cloud Contact Center solution.

Inbound & Outbound Voice Queues

Businesses give their agents the ability to handle all call types. With our Cloud Contact Center solution agents can be configured to receive any mix of inbound and outbound voice calls based on their skill set.

Automated Call-Back & Click-to-Call

Businesses improve their customer service by giving customers the ability to call-back and click-to-call. With the automated call-back feature, customers will have the ability to receive a call-back instead of holding for the next available agent. With click-to-call businesses will be able to offer a call back service triggered by a web click.

Automated Threshold SMS/Email Alerts

Automated alerts will enable contact center supervisors to receive SMS and/or email alerts if a service level threshold is crossed.

Live Monitor, Whisper, Barge-in

With Live Monitor, businesses can monitor live agents and customer interactions. Users will be able to see the real-time status of their call center agent, queues, IVRs(Interactive Voice Response) and more. Customer experience is improved with whisper and barge-in features.

With our reporting tool, users will be able to get customized reports in a matter of minutes. No two businesses are the same and with our solution, they have the ability to create custom reports to get the data they need to efficiently manage their contact center operations.

The way businesses set up and manage the IVR is crucial to the successful management of customer interactions. The service provides the ability to design their IVR requirement and advanced IVR features. We have advanced announcement and bulletin features, both in the IVR and Queues.

Increase Revenue with Intelligent Skills Based Routing

With Intelligent Skills Based Routing users will be able to provide a profitable customer experience every time. Having the ability to quickly connect callers to agents best skilled to help them, businesses are allowed to maximize every revenue opportunity.

Lower cost and Improve Productivity

Our Advance Hosted Contact Center offers more functionality than traditional hardware-based systems, at a fraction of the cost. The Hosted Contact Center leverages the “cloud” model to deliver a fully customizable, easy to use call center solution. Utilizing the cloud means users can develop new business models incorporating multiple sites and home working.

Automated Call-Back & Click-to-Call

Businesses improve their customer service by giving customers the ability to call-back and click-to-call. With the automated call-back feature, customers will have the ability to receive a call-back instead of holding for the next available agent. With click-to-call businesses will be able to offer a call back service triggered by a web click.

Improve Agent Productivity

Businesses can increase their agents’ productivity by providing best practices for resolving any customer issue using our flexible work-flow agent scripting tools. The agent also has several in-call capabilities, including the ability to conference in a supervisor and receive CRM screen pop-ups to provide them with information on the caller, all delivered through simple tools and real-time dashboards.

Reporting & Management

In a dynamic and modern Call Center, the ability to access real time information is crucial. We have an extensive set of customizable reports, alerts and dashboard widgets to ensure information is right at the supervisor’s finger tips.