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West Cloud Contact

Give call center agents and admins the tools they need to deliver service excellence – first time, every time.
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Contact Centres in the Cloud Make for a Better Business

West Cloud Contact, formerly known as ControlMaxx, is an enterprise contact centre solution that empowers your call centre staff with a sophisticated set of call handling and reporting tools. It offers unlimited scale of users as well as agility and control beyond outmoded telephony.

As a cloud-based service, there’s no need to purchase, upgrade and maintain complex on-premises systems and disaster recovery is built in without any extra expense or hardware requirements. You can nimbly handle unpredictable or seasonal call volumes, outmaneuvering your competition and delighting customers.

Cloud Contact eases the load on helpdesk and support staff, and you can easily accommodate distributed contact centres, incorporating both facilities-based and home workers – all with full access to centralized management and reporting.

Cloud Contact Centre Solutions that Match Your Needs

Cloud Contact has a variety of features that scale to meet nearly any inbound contact centre configuration.

Call Flow Management Tools - Provide a range of call flow routing options, including multimedia queuing with voice and chat, hunt groups, auto attendants and routing based on geographic location.

Monitoring - A full range of monitoring capabilities are included with real-time status views. Whisper, barge, and call monitoring offer quality of service tools to continually review and improve customer service. Screen capture enables a recorded archive of an agent's screen, aiding in agent training and development.

Reporting - Robust reporting engine, providing real-time stats and historical detailed and summary reports by queue, agent, call path and more.

Management - Update queue lines for remote agents, change skill levels and status, assign permission levels for system-level access, and manage disaster recovery settings.

Agent Desktop Client - Delivers agent tools that improve performance and awareness, empowering agents to provide more personalized service, whether they are located in a contact centre or remote location.

Salesforce.com Integration - Keeps agents from having to work in multiple applications and allows for more efficient work processes.

For outbound call centre and blended agent, multichannel / social media, or West Cloud PCI compliance requirements, consider West Cloud Contact Pro.

Cloud Contact Standard

  • Enhanced call flow management with queues and hunt groups
  • Agent status log & queue/agent monitoring in real-time
  • Agent desktop client
  • Session tags
  • IVR and screen pops

Cloud Contact Advanced

  • Multimedia queues with chat
  • DID & queue monitor with whisper & barge
  • Queue call recording
  • Screen capture recording
  • Chat (agents & customers) with chat logs

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