Cloud Contact Center Services
Are you facing roadblocks related to technology or staff management while deploying cloud contact center operations? Are you a startup striving to facilitate best customer journeys? If yes, the Cloud is your answer because of its agility, scalability, and cost benefits. By joining hands with a cloud call center services partner like us, you can forgo your concerns on hosting and management of customer care facets.
Flatworld Solution's cloud contact center services will help you navigate through inbound and outbound communication challenges with breeze. 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 is routing 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 cloud contact center. When you outsource cloud contact center services to Flatworld Solutions we offer an array of UCaaS and 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 a highly intuitive text-to-speech and automated speech recognition (ASR) system callers can connect to destination without an operator's involvement. With scalable queue capacity and adaptive call routing services, calls are transferred to specialists who are qualified to address the caller's concern. This will drastically reduce the call time per customer and enhance the client satisfaction.
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 skill needed to address the caller's need. Determining the effectiveness of agents and their impact on customers is an arduous task. However, our services are adaptive to 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. Whether or not you need agent supervision, outbound calls and call campaigns can be turbocharged using predictive dialer because you can customize the method of engagement that enhances the campaign outreach - a unique feature that only our cloud call center solution can provide.
Custom Analytics Report
Your call center management professionals can supervise customers and agents based on the data from customized reports. By leveraging the analytics engine, omnichannel customer journeys can be tracked by integrating data from multiple call center facilities to have a single view of callers and their handlers. Supervisors can keep track of the calls abandoned, the average time the caller is kept on hold, call time, idle time, agent login time, total calls handled by agents, queue order of calls, and much more in just a few clicks using super-agent services . 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, it is our intent to handle all process with minimal risk. The method we follow to handle your project is already tested under multiple scenarios of cloud call center requirements to ensure maximum compliance with regulations as well as to your actual needs -
1
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
2
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
3
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
4
Testing
After completion of the project development, we rigorously test the solution with real-time test parameters to ensure compliance with the omnichannel platform
5
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
FWS is an ISO certified company with inimitable service reputability for 20 years. We continue to make long strides to success thanks to our efficient workflow and skillset.
Data Security
Since cloud contact center functions involve management of confidential data we ensure complete adherence to safety standards of the industry. This includes physical and digital security measures for preventing unauthorized access and modification of your data.
High Accuracy and Quality Service
Ours is a brand committed to developing high-quality cloud contact center solutions that are tailored to your business needs. We create reliable solutions that are adaptive and intelligent. With an eye on quality and reliability, we help you deploy responsive services that are truly customer-centric.
Short Turnaround
With minimal downtime, we work under deadlines to deliver versatile solutions that can be deployed in no time. You can save close to 30% of the time that is otherwise spent by insourcing cloud call center services.
Scalability
We understand that a contact center service is only as good as its ability to scale up the when need arises. This is duly taken care of by us because our contact center solution is remarkably adaptive and future-ready.
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
At FWS, we use highly secure FTP and VPN for sharing files associated with the project. Our systems are secured by firewalls and are routinely maintained for optimal service. You can remotely send sensitive files without concerns.
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.
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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
Read More
Outsource Cloud Contact Center Services to FWS - A Leader in Call Center Services
Flatworld Solutions is an ISO certified company whose journey began 20 years ago with an aspiration to become a world leader in call center services. Today we stand shoulder-to-shoulder with innovators of the industry and have a long list of clients whom we serve with pride and passion. -
We provide adaptive, comprehensive and versatile cloud contact center services that let you spend less time on setup and more time on optimizing ROI and KPI. 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.
Reach us now if you require Cloud call center services because we have what it takes to multiply your ROI in short TAT.
Avail best-in-class services at affordable rates
WHAT WE DO IN CALL CENTER
Our Customers
Key Differentiators
Case Studies
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Enhancing Customer Experience- The Power of Efficient e-Commerce Product Catalog Management
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Flatworld Delivered Comprehensive Call Center Services to the Top Motorcycle Insurance Provider in the UK
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Flatworld Solutions Delivered Cold Calling and Appointment Setting Services to a Serial US-based Entrepreneur
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Flatworld Delivered CCTV Surveillance Services to an Aluminum Recycling Company in the US
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Flatworld Delivered Virtual Assistant Services to an Autism Therapy Provider
USA
Flatworld Solutions
116 Village Blvd, Suite 200, Princeton, NJ 08540
PHILIPPINES
Aeon Towers, J.P. Laurel Avenue, Bajada, Davao 8000
KSS Building, Buhangin Road Cor Olive Street, Davao City 8000