Cloud Routing

Our Cloud Routing service combines call routing technology with cloud communications architectures. With cloud routing a phone is all that’s necessary to create a virtual “call queue in the cloud”. Whether used to extend existing call center capacity, or to manage inbound call traffic, cloud routing makes it easy to quickly and flexibly scale up and down as your call volume fluctuates.

Cloud Routing is destination agnostic, so it does not matter what kind of phone equipment your remote contact center uses. Monitor agents, generate reports, and view real-time telephony just like sending calls to an inbound Contact Center queue.

Cloud Routing provides an ideal solution for spiky traffic generated by direct response advertisers as well as business continuity challenges, such as natural disasters, network / facility failures. There is no need to choose between maintaining large numbers of agents to minimize queue times, or maintain fewer agents risking the loss of customers who will not wait long in a queue. Call routing enables agile response to sudden fluctuations in call traffic. Get a free quote.

Call routing options

• Round Robin – Distribute calls evenly between agents across multiple centers
• Sequential – Fill the first center up and then overflow to the next
• Percent Allocation – Indicate the percent of calls going to each call center
• Geo Routing – Dynamically send callers to the call center nearest them
• Simple Overflow – Sequentially route calls to another call center during spikes
• Call Count – Route calls to another call center when a call limit is met
• Time of Day – Schedule call routing

Pricing – Usage starting at only $.02/minute Get a free quote.

• Low upfront costs, no expensive systems to buy
• Low usage rates

Features that empower your distributed call center teams

• Call recording – Record each conversation and monitor agent performance to troubleshoot the reasons for long or short calls, should they occur.
• Real Time Monitoring – Listen live to a call center agent conversation.
• Whisper messaging – Allow agents to know what kind of call is connecting so they can be better prepared to talk with the caller.
• Reverse matching – Allow agents to see a caller’s publicly available name and phone number as their call connects.
• Call termination options – Send calls to regular phone numbers, soft phones, or an inbound queue.
• Billing codes – Track calls to go with which products and bill a third party for services.
• Call tracking – Test marketing strategies without chang- ing the destination phone number.
• Messaging – Play recorded messages for callers while they are waiting to connect and before their call ends.
• Long and short call reporting – Notice and take action if callers are hanging up before connecting to an agent, or if agents take too long to handle calls.
• SOAP services – Allow real time data transfer when calls start, connect, and end.
• API keys – Sync data transfer to and from call centers with various types of call distribution systems.
• Voice mail – Allow callers to leave a voice mail message in the unlikely event that all of the agents at the call centers are busy.

Reports

• Real Time Telemetry
• Calls by hour/day/week/month
• Call Detail
• Destination Summary
• Custom reports including center / agent / group data

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