Cloudlinx
– Contact Center to Cloud Migration
About Cloudlinx
Cloudlinx is a national practice leader in migrating legacy contact center technology to a cloud-based environment. Whether it means mitigating the challenges of moving to a virtualized call center or ensuring the benefits from doing so, Cloudlinx delivers guidance and executive level sponsorship to contact centers from the start of RFP to completion of the cutover.
With a twenty year history in managing complex telecommunication network design for call centers, the team at Cloudlinx has the experience and industry insight to help contact centers both large and small avoid the unforeseen mistakes in committing to a cloud based provider, before they make them.
Cloudlinx has the expertise to help any organization select the right carrier, protect from overspending, negotiate with industry leverage, manage the operational cut-overs and then support you on an ongoing basis, all at no cost to the client.
Through our strategic partnerships with the major contact center providers, we can custom deliver a Total Cost of Ownership road map to your organization along with helping you understand and eliminate the mistakes in selecting a CCaaS provider.
http://www.cloudlinx.com
About Contact Center to Cloud Migration
Cloudlinx is a national practice leader around selection of a cloud based contact center solution, having worked with call centers both large and small for the past five years and having a successful track record in managing migrations with urgent timeframes for thousands of CCaaS agents.
Our unique four step process (Collaboration, Strategic Sourcing, Implementation and Ongoing Management), allows client to make informed buying decisions with a migration roadmap that is tailored to their needs and not the vendors. With over 20 years’ experience in managing complex contact center telecommunication networks, our team has the industry insight to help you see and avoid all the mistakes in selecting a vendor and managing a migration to cloud based environment.
Now more than ever, contact centers need to understand how other cloud integrations will impact their agents with Omnichannel, CRM, WFM, Knowledge Management and UCaaS all having an impact on performance and a bottom line ROI for their investment in a CCaaS platform. With a no cost partnership with Cloudlinx, making the right vendor selections and executing on projected timeframes is guaranteed and supported by our experience.
- ACD
- Multiple Skill Groups Supported
- Supervisors Can Log Out Agents Remotely
- Listen and Monitor Agent Conversations
- Multiple Announcements and Music Treatment Provided
- Skill Based Routing
- Supervisor Can Change Skill Groups
- CTI
- Multisite Routing
- Queue Optimization
- Abandoned Call Recovery
- Screen Pop
- DeskTop Integration
- Dialer
- Outbound Dialer
- Preview Dialer
- Predictive Dialer
- Answering machine detection
- Proactive outbound
- Call Compliance US
- Call Compliance Canada
- Call Complinace Other
- Outbound Multi Channel Engagement
- IVR
- Accurate prediction of expected wait time in queue
- Natural languge speech recognition?
- IVR and Channel Testing
- Load Testing
- Intelligent Virtual Agent (IVA) assistance
- Automatic Callback
- Visual IVR
- Customer Preference And Behavior Based Menus
- Speech Recognition
- Text-to-speech (TTS)
- Speaker Verification
- Seamless Transfer of customer information from self-service to agent
- Universal Queueing
- Real Time Reporting
- Virtual CallBack
- Multi Channel Virtual Callback
- Social Media
- Social Media Monitoring
- Threading of Messages
- Social Media Community
- Social Media Workflow
- Video
- Multi-channel - Omni Channel
- Unified contact channels
- Unified blending
- Unified Administration
- Unified Routing
- Unified Reporting
- eMail Management
- Unified Comminications
- WEB Capability
- Web Chat Capability
- Web Co-browsing/screen sharing
- Web Virtual Assistance
- Web Click-to-Call
- Web Self - Service
- Web Callback
- WebRTC
- Analtyics
- Desktop Analytics
- Big Data Analytics
- Data Driven Design
- Voice of the Customer
- Survey Tools
- Web surveying
- Voice of the employee
- Customer Journey mapping
- Enterprise feedback management
- Social Media Monitoring
- CSAT/NPS Measurement
- Workforce Management
- Workforce Scheduler
- Intraday management
- Reforecast based on intraday management
- Automated Workflows
- Support Languages
- Multi Site Virtual Contact Center
- Centralized Administration for Multi Site
- Access by Individual User
- The Solution Maintains an Audit Trail
- Multi Channel Forecasting
- Allow for Outbound Forecasting
- Account for Holidays, Seasonality
- Number of Weeks solution can be scheduled ahead of time
- Support Split shifts
- Support Agent Preferences/bidding
- Allow manual manipulation and editing
- Strategic what - if scheduling
- Long-term forecasting and planning
- Unlimited months forecasted
- Long-term budget planning
- Track and Support historical agent adherence
- Track and Support real-time agent adherence
- Performance Management
- Provide Performance Management Scorecard
- Implement targets to groups/functions
- Compare employee performance against peers
- Link Objectives to targets/rewards
- Help identify strengths and weaknesses
- Track individuals training requirement
- Link specific areas of skill development
- Reward and incentive solution
- Gamification
- Training and Coaching
- agent coaching
- elearning
- classroom training
- Quality Monitoring
- Real-time monitoring of voice and screen
- Web interface
- Schedule for call recording
- Playback for any LAN/WAN workstation
- Speech Analytics
- Analytics based on keywords or phrases
- Screen Playback synchronized with audio
- Instantaneous call retrieval
- Flexible rules editor
- VoiP recording
- Voice and screen saved in standard file formats
- Calls automatically routed to evaluators
- Search for call on Ad hoc basis
- Efficiency in filling out forms
- Integrated Reporting
- Multi-site Recording
- Screen Recording
- Virtual Contact Center Recording
- Open Source Recording
- Compliance monitoring
- Language Capabilities
- Multi Language Capabilities
- Multi Language Machine Translation
- Multi-Language Translation Services
- Multi Lingual text analysis
- Employment testing
- Employment screening
- Online employment screening
- Job emulation programs
- BPO
- Inbound
- Outbound
- Blended
- BPO Chat
- BPO Email
- BPO Social
- BPO Onshore
- BPO Offshore
- Virtual agent recruitment/staffing
- Furniture
- Modular furniture
- Agent Workstations
- Executive Furniture
- Headsets
- Other
- Sales force automation
- Telecom Billing
- Customer Support Ticket Management
- Knowledge Management
- Help Desk Software B-B
- Headsets
- Toll Free Numbers
- Help Desk Software B-C
- Email Management
- Number of Agents
- 1 - 50 Agents
- 51 - 150 Agents
- 151 - 250 Agents
- 251 - 500 Agents
- 501 - 1000 Agents
- Over 1000 Agents
- Integration
- Systems Integration
- CRM Integration
- Salesforce Integration
- Microsoft Integration
- SugarCRM Integration
- Front and Back Office Integration
- Other Consulting Services
- Data Recovery Services