Protollcall Cloud Contact Center

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Create a great customer experience with Protollcall Cloud Contact Center.

Step into a new era of customer service with Protollcall Cloud Contact Center. This Contact Center system, built on the Protollcall Cloud, is available for hire via the internet on a monthly basis. This allows for quick deployment without purchase, installation delays, or the need for staff with Contact Center expertise. You can now provide convenient, smooth, and efficient customer service.

Protollcall Cloud Contact Center offers high flexibility. Whether you need to expand your contact center, relocate it, or allow agents to work remotely, it can all be done without impacting customer service. Furthermore, if you have multiple contact centers, they can function as a single, unified facility with free internal calls between them.

A Contact Center helps your business stay ahead with cutting-edge technology, making every interaction with customers easy and convenient.

Main functions of Protollcall Cloud Contact Center

Supports omnichannel communication.

Connect with your customers through their preferred channels, whether it’s phone, email, chat, or social media. Protollcall Cloud Contact Center integrates all communication channels into a single system to provide a better customer experience while maintaining privacy.

Efficient call routing management

Protollcall Cloud Contact Center has a call routing function that directs incoming calls to the most suitable agent based on their skills and availability, enabling quick and efficient problem resolution. Say goodbye to long wait times and dissatisfied customers.

The automated response system can announce responses in multiple languages.
Announcing that users can press the automated response menu to listen to information or contact staff in each department is possible.
Call flow can be structured differently during and outside of business hours.
The method of distributing the lines can be specified.
The conversation can be recorded.
You can transfer calls or hold conference calls.
You can send voice messages from your voicemail to the specified email address immediately.

Measuring the quality of service provided by call center agents (Call Monitoring)

Service quality monitoring is a fundamental aspect of contact centers. It ensures the best possible service quality, reduces call volume, manages remote staff, and can be used for training new call center agents. Protollcall Cloud Contact Center offers the following functions to assist in service quality monitoring:

The supervisor can listen to conversations between the client and the agent without the client’s knowledge.
The supervisor can insert audio into conversations without the user’s knowledge.
It is possible to conduct customer satisfaction surveys after they have received the service.

Real-time analytics.

Protollcall Cloud Contact Center features a real-time reporting system displayed on a dashboard, allowing you to monitor key metrics such as agent status, queues, and call traffic for timely decision-making and service improvements. These reports include:

Displays the Real-time Monitoring screen and the Live Agent screen for the Supervisor.
Displays the total number of incoming calls, the waiting time, and the talk time.
It has a function to broadcast messages to the call center operator’s screen.

Historical report

In addition to real-time reports, Protollcall Cloud Contact Center also provides reports showing statistics on call traffic, agents, and queues, such as:

Displays detailed call information along with the conversation audio file.
Displays the number of missed calls, the contact channel, and the call status after it has been disconnected.
Display service statistics in daily, hourly, or weekly formats.
Reports are available showing the performance of call center staff, including both overall and individual details.
Reports can be exported in various formats, including Excel and PDF.

Connecting to external systems.

Protollcall Cloud Contact Center seamlessly integrates with your existing external systems, such as CRM or billing, using standard APIs. This gives call center agents access to comprehensive customer history and services, enabling them to provide personalized and efficient customer service.

A scalable and flexible solution.

Protollcall Cloud Contact Center is scalable to meet your needs, whether you’re a startup or a large enterprise. Let Protollcall Cloud Contact Center grow with your business.

Why choose this option? Protollcall Cloud Contact Center?

Creating a positive customer experience.

Provide excellent customer service that sets you apart from the competition. With features like omnichannel contact and efficient call management, along with various reports, your customers will always have a great experience.

Cost-effective solution

Protollcall Cloud Contact Center helps reduce operating costs. Internal calls between extensions and branches (within the Protollcall Cloud Contact Center group) are free. No expensive hardware or maintenance is required; simply pay as you use and it's scalable.

Reliable and secure infrastructure.

Protollcall Cloud Contact Center is built on a cloud system certified to international security standards, ensuring a robust and secure infrastructure. Protollcall prioritizes data security and system stability, allowing you to operate your contact center business 24/7 with peace of mind.

Support and maintenance of the application.

Our dedicated support team at Protocol is ready to assist you with any issues, ensuring your Contact Center always operates smoothly.

Rapid training

The protocol includes training and user manuals to help your Contact Center team get started quickly.

A selection of customers who trust and use Protollcall Cloud Contact Center services.

Getting Started today!

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Frequently asked questions about Protollcall Cloud Contact Center

What is Protollcall Cloud Contact Center?

Protollcall Cloud Contact Center is a contact center system built on the Protollcall Cloud, offered as a subscription service over the internet with a monthly fee. This allows businesses to get started quickly without needing to purchase equipment, install it, or hire staff with specialized contact center knowledge.

What are some of the key functions of Protollcall Cloud Contact Center that help improve the customer experience (CX)?

The Protollcall Cloud Contact Center system offers a variety of functions to improve the customer experience (CX), such as:

Omnichannel Support: Supports communication through multiple channels such as phone, email, chat, and social media, integrating all channels into a single system.
Call Routing Management: Efficiently manages the routing of incoming calls to the appropriate agent based on their skills and availability, helping to reduce waiting times.
IVR (Interactive Voice Response) system: An automated voice response system that allows customers to access information or resolve basic problems themselves by pressing buttons or speaking.

How does Protollcall Cloud Contact Center help to manage call center agents efficiently?

Protollcall Cloud Contact Center provides tools for efficient call center management, such as:

Call Distribution: Automatically distributes calls to authorized agents. Call distribution can be managed based on desired criteria or groups of agents.
Call Recording and Monitoring: Conversations can be recorded, and supervisors can listen to or add their own audio to monitor quality or assist staff.

Wallboard Display: A tool for displaying key management information in real-time through graphs, charts, and various alerts.
Real-Time Analytics: Displays results on the Supervisor’s Dashboard to monitor key metrics such as agent status, queue, and call traffic.
Historical report: Provides historical statistics on call traffic, agents, and queues, including call details, number of unanswered calls, daily/hourly/weekly service statistics, and aggregated and individual agent performance reports. Exportable to Excel and PDF.

Can Protollcall Cloud Contact Center connect to the back-end system?

Protollcall Cloud Contact Center can seamlessly connect to customers’ existing back-end systems using standard APIs, allowing call center agents complete access to customer history and data, such as integration with CRM or billing systems.

How is Protollcall Cloud Contact Center flexible and scalable to meet the needs of businesses?

Protollcall Cloud Contact Center is designed for high flexibility and scalability, catering to the needs of both small and large businesses. It allows for the expansion of contact centers or the deployment of agents to handle calls remotely without impacting customer service. Furthermore, multiple contact centers can function as a single, integrated contact center.

Why should businesses choose Protollcall Cloud Contact Center?

Protollcall Cloud Contact Center offers several advantages that make it a good choice for businesses:

Create a great customer experience: With Omnichannel features and efficient call management.
Cost-effective solution: Reduce operating costs, no expensive hardware or maintenance expenses, pay only as you use.
Reliable and secure infrastructure: Built on a cloud system certified to international security standards.
Support and maintenance: A support team is available to assist you.
Rapid training: Training and user manuals are provided.

Can I try out the Protollcall Cloud Contact Center, and how can I contact them?

Interested parties can request a free demo of the system to experience the difference firsthand, or contact Protocall’s sales team and Contact Center experts for free consultation at 02 026 5454 or Line: @prca.

Don't delay Transform your customer service experience with the reliable and cutting-edge Protollcall Cloud Contact Center.

Contact our sales and service team, who have over 20 years of experience in Contact Center systems, for a free consultation.

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