Cloud Contact Center
Cloud-based contact center system
Protollcall’s Cloud Contact Center service , a cloud-based contact center system, supports omnichannel contact for both inbound and outbound calls, with real-time dashboard reporting. Get started quickly without the need for upgrading or installing your own system.
What is a contact center system? How is it different from a call center?
A contact center system is a customer service center that integrates multiple communication channels into a single platform, including telephone, email, chat, and social media (known as omnichannel communication). This differs from traditional call centers that typically focus solely on telephone communication.
Businesses that want to enhance the customer experience and provide continuous customer care across all channels often shift from using call centers to a full-fledged contact center system .
Cloud Contact Center CRM system
A Cloud Contact Center is a contact center system installed on a service provider’s cloud, instead of having to install hardware and servers on-site. It operates via the internet, with the service provider managing all the infrastructure. Therefore, businesses can access the system from anywhere without having to invest in or maintain their own equipment.
Create a positive customer experience. With Protollcall Cloud Contact Center
Step into a new era of customer service with Protollcall’s cloud-based call center service. Protollcall’s Contact Center system, built on the Protollcall Cloud, is available for rent 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 employees to work remotely ( Agent at Home ), it can all be done without impacting your customer service. Furthermore, if you have multiple contact centers, they can function as a single, unified center, and internal calls between them can be made without incurring additional charges.
The main functions of the system. 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’s cloud-based contact center system integrates all communication channels into a single system, providing a superior customer experience while maintaining privacy.
Efficient call routing management
Protollcall Cloud Contact Center features call routing functionality, directing incoming calls to the most suitable agent based on their skills and availability. This ensures quick and efficient problem resolution, saying goodbye to long wait times that frustrate customers.
Ambient noise cancellation system
AI Noise-Suppression
A major problem in communicating with customers is background noise, such as conversations from the surroundings or passing traffic. This undermines professionalism during calls and causes annoyance during communication.
ProTroCall has therefore developed a new feature on Softphone (call answering via app) “AI-Powered Noise Suppression,” an intelligent noise cancellation system designed specifically for Cloud Contact Centers.
Key features of AI Noise-Suppression
Measuring the quality of service provided by call center agents (Call Monitoring)
Quality of service monitoring is a fundamental aspect of contact center operations. It ensures the best possible service quality, reduces duplicate calls, allows for the management of remote staff, and can also be used to train new call center agents.
- The supervisor overheard the conversation between the client and the agent without the client’s knowledge.
- The supervisor inserted their voice into the conversation without the user’s knowledge.
- Conduct a customer satisfaction survey after receiving the service.
Real-time data reporting
(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 to make timely decisions and improve services.
- 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.
- The display screen can be customized to align with the organization’s key performance indicators (KPIs).
For more in-depth reporting and analytics, it can also be used in conjunction with Protollcall’s QueueMetrics service.
Historical Report
In addition to real-time reports, Protollcall Cloud Contact Center also provides historical data reports showing statistics for 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.
- Export reports 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.
Cloud Contact Center How is it different from an on-premise system?
Many businesses are still hesitant about whether to invest in on-premise contact center systems or cloud-based services. The table below summarizes the differences clearly.
| Comparison topics | On-Premise Contact Center | Cloud Contact Center |
| Initial investment | High cost; requires purchasing hardware, licenses, and servers. | Low monthly rental fee. |
| Installation period | It takes a long time and requires self-installation and system configuration. | Ready to use immediately. |
| Maintenance | An IT team is required to provide support throughout the product’s lifespan. | The service provider will handle updates and maintenance. |
| System expansion | Additional hardware needs to be purchased. | The size can be adjusted up or down as needed. |
| Supports Remote/Agent at Home. | Restricted to office use only. | Works anywhere with internet access. |
| Appropriateness | Organizations with specific data security requirements. | Businesses that need to start quickly, be flexible, and have good cost control. |
If you are interested in an on-premise installation, you can find more details at On-Premise IP PBX System : Installing a Call Center System within Your Organization.
Cloud-based contact center system What types of businesses would this be suitable for?
Protollcall’s cloud-based call center service is designed to be customizable to specific needs, making it suitable for a wide range of industries, such as:
Why should businesses choose Protollcall Cloud Contact Center?
Transform your customer service experience with Protollcall Cloud Contact Center. Contact our sales and contact center team, with over 20 years of experience, for a free consultation.
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 expertise.
How does a Cloud Contact Center differ from a traditional call center?
Traditional call centers typically focus on telephone communication as their primary channel. Cloud contact centers, however, support omnichannel communication, integrating telephone, email, chat, and social media into a single system. This makes them ideal for businesses seeking to enhance customer experience across all channels.
What are some of the key functions of Protollcall Cloud Contact Center that help improve the customer experience (CX)?
The system has 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): An automated voice response system that allows customers to access information or resolve basic issues independently by pressing buttons or speaking.
- AI Noise Suppression: This system prevents noise from being transmitted from staff to customers and from customers to staff, ensuring clear and crisp communication for both parties, as if they were talking face-to-face. Customers will no longer be frustrated by misunderstandings in communication.
How does Protollcall Cloud Contact Center help to manage call center agents efficiently?
The system includes tools for managing call center agents efficiently, such as:
- Call Distribution: Automatically distributes calls to authorized agents. Call distribution can be managed based on conditions or groups of authorized agents.
- AI Noise Suppression: This noise reduction system reduces agent fatigue : no need to shout over ambient noise and no need to concentrate intensely to listen to clients, allowing them to work longer and be happier.
- Call Recording and Monitoring: Call conversations are recorded, and supervisors can listen to or insert audio into the conversations to check quality or assist staff.
- Wallboard Display: A tool for displaying key management information in real-time through graphs, charts, and various alerts. The display can be customized according to key performance indicators (KPIs).
- Real-Time Analytics: Displays results on the Supervisor’s Dashboard to monitor key metrics such as Agent status, Queue, and Call Traffic.
- Historical Report: Historical statistics report of call traffic, agents, and queues. Exportable to Excel and PDF.
Can Protollcall Cloud Contact Center connect to the back-end system?
It can seamlessly connect to customers’ existing back-end systems using a standard API, giving call center agents complete access to customer history and data, such as connecting to CRM or billing systems.
How is Protollcall Cloud Contact Center flexible and scalable to meet the needs of businesses?
The system is designed to be highly flexible and scalable to meet various needs. Whether your business is small or large, you can expand your Contact Center or allow employees to work remotely (Agent at Home) without impacting customer service. Furthermore, multiple centers can function as a single Contact Center.
Should I choose a cloud contact center or an on-premise model?
For quick deployment, reduced IT costs, and scalability flexibility, a cloud-based solution is recommended. However, if your organization has specific data security requirements or needs full system control, an on-premise solution might be more suitable.
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