Saddleback MyCloud Contact Center
Harness the Power of Cloud Contact Center
Enhance Your Customer Interactions
Customer experience (CX) is critical for retaining and acquiring new business. Yet historically, contact center technologies, vital for expedient and holistic customer service, have been created almost exclusively for large enterprises and dedicated outsourced contact centers.
Until now… Introducing Saddleback’s MyCloud Contact Center, a comprehensive multichannel contact center platform that brings enterprise-level contact center capabilities to SMB customers at a reasonable cost.
Contact Center for Any Business
Saddleback’s MyCloud Contact Center is a cloud-based, scalable, customizable and easy-to-use contact center solution that provides businesses clients with:
- Multichannel – Integration of voice, email and web chat into a single workflow for agents.
- Interactive Voice Response (IVR)
- Skills-based Routing
- Queue Callback
- Supervisor Control
- Contact Center Agent Client (CCAC)
- Salesforce CRM Integration
- Screen Pop
- Realtime Wallboards
- Historical Reporting
Interact Through Every Channel in a Single Platform
Saddleback’s MyCloud Contact Center enables your business to communicate with customers via their preferred pathway, with full routing and interaction management functionality, ensuring optimal customer experience delivery regardless of how customers choose to engage with your business:
Voice
Deliver exceptional personal service to build meaningful relationships with every customer interaction.
SMS
Engage customers in a convenient and personalized manner through SMS engagement and communication.
Our Email Management solution equips MyCloud Contact Center with email communication to seamlessly handle customer inquiries, support requests and issue resolution with precision.
Web Chat
Engage customers real-time through web chat on your website, with a customizable widget for seamless brand integration, empowering your agents to assist customers and prospects fast.
Engage Your Customers & Optimize Your Workforce
Use MyCloud Contact Center to keep your customers engaged and staff productive through:
Call Queuing
Handle high call volumes efficiently and reduce customer wait times.
Skills-Based Routing
Match customers with the most suitable agent, reducing response times and call transfers.
Queue Callback
Customers can request a callback, allowing them to continue their day while maintaining their position in the queue.
Call Recording
Monitor every call to ensure a consistent customer experience.
Improve Your Customer Experience with Actionable Reporting
MyCloud Contact Center comes equipped with comprehensive reporting, including:
Standard & Custom Reports
Access 30+ templated reports and create custom reports. Gain insight into agent performance, customer satisfaction and critical contact center metrics. Access real-time and historical data visualization options.
Realtime Wallboards
Realtime Wallboards lets you see agent call activity, status and queued call activity within a single display. Customize wallboards to fit KPIs and send real-time threshold alerts to agents through email, SMS texts and screen pops.
Contact Center Cradle-to-Grave
Gain context around the customer’s journey through display of every customer interaction within a single window. In one click, supervisors can see details, such as call length and agent notes, giving insights to identify agent strengths and weaknesses to better inform training and coaching.
Ready to Upgrade Your Customer Experience?
Contact us to schedule a consultation today!