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MiCloud CC for large business

Manage your customer interactions more effectively and deliver an exceptional customer experience.  

Get in touch

Thinking of joining us?

0800 345 7984

09:00 - 18:00 | Monday to Friday

Existing customers

0800 001 001

09:00 - 18:00 | Monday to Friday

Existing corporate customers

If we're already working you, please get in touch with your account team or account manager to discuss how our MiCloud solutions could help your business.

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Monday to Friday:

8am to 6pm

Existing corporate customers

If we're already working you, please get in touch with your account team or account manager to discuss how our MiCloud solutions could help your business.

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Customer experience for today

The definition of customer experience has changed and expectations of what it should be are higher than they’ve ever been. Customers expect to be able to connect any time, day or night. They want to be able to choose which communications channels to interact through and to receive answers instantly through seamless digital interactions. With a cloud-based contact centre, they will.

MiCloud CC works seamlessly with MiCloud UC. That means you’ll enjoy full interoperability with MiCloud UC users and share the same suite of services. Whatever your needs, MiCloud CC can accommodate them – from a voice-only service, to a full multi-media platform.

MiCloud CC also offers a series of other features such as Call Recording, Quality Assurance, CRM Integrations and Advanced Interactive Voice Response (IVR).

Benefits of MiCloud CC

Improve first contact resolution

Agents collaborate instantaneously with experts to resolve customer inquiries on first contact resulting in fewer interaction transfers and customer call backs.

 

Tackle the resource issue

By running contact centre software from the cloud, customer care managers have the flexibility to find and retain top talent, regardless of their individual location. It’s no wonder that MiCloud CC sales are growing at an astronomical rate.

Seamless integration

Integrate seamlessly with existing CRM and ERP systems and easily add non-traditional channels like WhatsApp, WebRTC video and IoT events into your workflows.

Cut costs and be efficient

Whether it’s time or money, you can be doing better things with your budget than spending it on a server or additional software. With everything you need integrated into MiCloud CC that’s hosted in the cloud, you can deliver an exceptional customer experience while aligning costs with usage.

What’s included

MiCloud CC key features

Data-Driven Skills-Based Routing

Voice, Chat, SMS, Email, Fax, Social Media, and 3rd party media

Self-Service IVR, Speech Recognition and Text-to-Speech

Expected wait time and position in queue announcements and web display

Workflow Designer

Customisable real-time dashboards and historical reporting tools

Omnichannel case management

Outbound dialling and messaging with scheduled and real-time call-backs

Agent/Supervisor instant messaging / Silent monitoring / barge-in

Built-in Call Recording

Integrated Quality Monitoring

Built-in Workforce Scheduling and integrated Workforce Management

Standard and custom CRM integrations.

Google AI driven Virtual Agent and Agent Assist

MiCloud CC Business Analytics

MiCloud CC Business Analytics offers dashboards and optional working with Wallboards. This can offer invaluable information, regardless of what type of business you are. The dashboard displays graphs, tabular data and summary of call metrics including:

Important observations, such as total calls, answered calls, abandoned calls and unreturned missed calls by CLI

Hourly call activity

Call activity by extension/department/ddi/user

Incoming call analytics.