Struggling with technology gaps or workforce challenges in your cloud contact center rollout? Are you a startup striving to facilitate the best customer journeys? Cloud-based contact centers provide the agility, scalability, and real-time analytics necessary to meet increasing service demands and ensure KPI accountability. Partnering with Flatworld Solutions provides a fully managed, audit-ready contact center infrastructure that is based on Lean Six Sigma principles, without the complexity of legacy system management.

Our cloud contact center solutions are designed to streamline inbound and outbound communications with standardised workflows and Critical to Quality (CTQ)-tracked execution. By moving to the Cloud, your voice, emails, and social media interactions can be virtually handled anytime, anywhere. However, if you need a cost-effective way to quickly modernize your legacy contact center, your search ends with us.

Cloud Contact Center Services We Offer

Cloud contact center is the pillar of customer-facing companies with a distributed support that routes inbound calls to multiple office locations. With a drastic increase in customer interactions through non-traditional methods, there is a strong need to improvise, and the solution is a cloud contact center. When you outsource cloud contact center services to Flatworld Solutions, we offer an array of Unified Communications as a Service (UCaaS) and Business Process as a Service (BPaaS) solutions that include the following.

Call Mapping

With our cloud call center solution, you can design a simple questionnaire that would allow callers to decide the appropriate call path. Using adaptive call routing and intuitive Automatic Speech Recognition (ASR) systems, we reduce manual interventions and enhance Customer Experience (CX). Calls are routed using Voice of the Customer (VoC)-aligned logic, which improves satisfaction and reduces the average handle time by up to 30%.

Human Resource Management

Using predictive analysis, you can assign calls to qualified agents. Since routing occurs on a real-time basis, you can get the count of agents available for handling calls and the skills needed to address the caller's needs. Determining the effectiveness of agents and their impact on customers is an arduous task. However, our services are adaptive to the varying complexity of challenges. It is easy to analyze and measure the efficiency of tasks because our cloud contact center solution is designed to capture and store data for analysis.

Predictive Dialer

Agent productivity can be optimized on the go by assigning multiple calls per agent based on priority while having an eye on regulatory compliance and mailing list attributes. Our Define, Measure, Analyze, Improve, and Control (DMAIC)-validated predictive dialer system automates outbound calling based on engagement rules and compliance filters, boosting campaign reach while preserving regulatory adherence.

Custom Analytics Report

Your call center management professionals can supervise customers and agents based on the data from customized reports. Our analytics engine supports Customer Value Added (CVA), Business Value Added (BVA), and Non-Value Added (NVA) segmentation, allowing supervisors to track handle time, hold time, queue priority, idle duration, and abandoned call patterns—all through a single, integrated dashboard. Additionally, you can also create impromptu reports to take appropriate actions on the reported findings.

Cloud Contact Center Services Process We Follow

To streamline telemarketing services, we push and pull a large volume of business data. Hence, we will handle all processes with minimal risk. Our process can be framed under a DMAIC lifecycle for clarity and credibility:

Requirement Analysis

We consult with your team to analyze the project needs. This will allow us to prepare a detailed roadmap that includes the functionality of cloud contact center solution

Prototyping

Once the requirement is collected we turn the input into a prototype that outlines the list of functions you want to migrate to cloud. The prototype is furnished for approval from your end

Design & Development

We capture email, voice, and social data through CRM integration for flawless data exchange. This will ensure efficient use of data from client interactions

Testing

After completion of the project development, we rigorously test the solution with real-time test parameters to ensure compliance with the omnichannel platform

Project Delivery

After adhering to the quality standards the project is handed over to the client for deployment. We also supplement the service with agent training to streamline productivity

Why Choose Cloud Contact Center Services from Flatworld Solutions?

With no up-front costs, we offer cloud contact center services that provide ultimate ways to boost your business productivity. When you outsource cloud call center services we don't just sell customer-centric services, we sell great experiences that will bring you back to us for repeat business. Here are more reasons why working with us can be the best decision for your business -

Certified Contact Center Solutions Company

ISO 9001:2015 and ISO/IEC 27001:2022 certified—our solutions adhere to global standards for contact center quality and data governance.

Data Security

We implement Poka-Yoke data handling protocols, using secure File Transfer Protocol and Virtual Private Network (FTP/VPN) channels and access logs for every interaction.

High Accuracy and Quality Service

Quality is tracked using Voice of the Customer (VoC)-aligned CTQs. In a recent client engagement, this approach led to a 48.58% improvement in service quality.

Short Turnaround

With documented process baselines, we recently reduced implementation cycle times for a client by up to 32%, compared to traditional setups.

Scalability

Our infrastructure scales on demand. Whether you scale by headcount or call volume, our BPaaS model ensures elasticity without performance loss.

Pocket-friendly Pricing Options

You can outsource cloud call center services at unbelievable rates. Our services are priced with your budget in focus. We have flexibly priced services that can be handpicked based on your business and the challenges faced by your team.

Single-point Contact

Be it training, or service assistance, we are never too far to reach. We assign a dedicated member who will be available on tap. Being a company that emphasis on customer experience we work at your local time zone so that any challenges can be quickly resolved without downtime.

Experienced Team of Call Center Agents, Project Managers, IT Personnel

Our vast team comprising of 500+ call center agents and IT professionals are skilled professionals who understand the nuances of contact center functions. With no dearth of talented and experienced people, we stand tall in the competitive industry.

Modern Infrastructure

At the heart of our infrastructure, we routinely innovate by learning from new challenges and optimizing what is already known. This helps us to develop a state-of-the-art solution with an unmistakable mark that will help you realize our value.

Contact Center Software

To develop a solution that delivers an optimal level of performance be believe it must be designed using a precision software that will eliminate risks while handling real-time critical call center functions.

Secure Data Exchange

Regular security audits and encrypted channels ensure compliance with GDPR, HIPAA, and client-specific frameworks.

Round-the-clock Availability

You can reach us by phone call, email, or chat. We are available 24/7 to handle your requirements because your concerns are most valuable to us.

Technologies We Use

Client Success Stories

Gaps in a BPO Process Fixed for Healthcare Survey Campaign

UAE based client approached Flatworld Solutions to design a customized BPO platform and streamline their process and policies so that could help them meet their business objectives and achieve better CSAT scores.

Flatworld's CATI Services Helped a US Company with Quick Surveys

Flatworld assisted a leading international company in the Internet media and market research domain by delivering surveys in shorter TAT. We ran surveys on 500 members of different age groups and sent the results to the client in 4 weeks

Client Testimonials

We are a Lead Generation Company which focuses on creating a unique and highly targeted business to consumer leads in a variety of industries. We have now been using Flatworld Solutions for about 2.5 years for the majority of our heavy lifting work. short, anyone who hires Flatworld Solutions can know that they are bringing on a company which will prove to improve the team they already have and will contribute to growth.

Manager,Lead Generation Company, CA

More Testimonials

Outsource Cloud Contact Center Services to FWS - A Leader in Call Center Services

Flatworld delivers adaptive, outcome-focused cloud contact center solutions that reduce NVA steps, improve responsiveness, and boost customer-facing Key Performance Indicators (KPIs). Our solution can provide a simplified agent experience along with real-time analytics data. All that to improve the productivity of your customer-facing business. We also provide phone answering service, market intelligence service, remote IT support services and more.

Let’s talk about how Lean Six Sigma–aligned cloud contact center services can increase your ROI and reduce cycle times, without sacrificing quality.

Reach us now if you require Cloud call center services because we have what it takes to multiply your ROI in short TAT.