MCUBE Contact Center Solution
Bridging the communication gap and assisting businesses connect with customers through unified cloud-based business communications solution.
Connect your sales and marketing teams, manage your customer relationships, and automate your business.
MCUBE contact center solution revolutionises customer service with cutting-edge technology
MCUBE Contact Centre Solution allows businesses to track and analyze phone calls made to and from their website and re-routing all inbound calls to the concerned agent on both mobile and landline numbers.
Our Contact Centre Solution provides you with all the necessary details about the caller, such as number, location department, etc., while on live call in the dashboard. In some cases where we have an updated contact list, it also provides a name, email-id, etc., on the dashboard.
It allows you to know the caller’s source, whether they are calling directly, through IVRS, some advertisement, or some digital marketing campaign, etc.
This service facilitates businesses to understand which marketing campaigns drive the most phone calls. This information can help companies allocate their marketing budgets more effectively and focus on the movements that yield the best results.
MCUBE Call tracking is one of the integral features of this solution that provides businesses with valuable insights into their customer service by tracking and analyzing phone calls, ensuring the identification of common customer pain points and taking steps to address them.
Features of Cloud Contact Center Solutions
MCUBE Contact Center Solution helps businesses identify trends and patterns in their phone calls. This information can be used to optimize their sales and marketing efforts and ultimately drive more revenue.
This service offers a number of features such as call tracking analytics, call recording, systemic call distribution, call monitoring, detailed analytics reports and much more. Here are a few of the important features of MCUBE Contact Center Service.
Live Call Tracking
It allows tracking live calls helps businesses monitor real-time phone interactions, and collects records like caller location, call duration, and key details.
Sticky Agent
This feature routes a customer’s calls to the same agent every time they call. It reduces frustration from speaking to different agents and boosts both customer interest and satisfaction.
Multiple Call Distribution
Organize your calls into groups based on how important they are, choose how many agents will handle each call, and assign them to specific agents based on their availability.
Call Recording
Record all inbound calls, accessible anytime, and categorize them by criteria like duration, date, or agent. Streamlines customer service, training, and legal compliance, and boosts customer satisfaction.
Call Barging & Call Whispering
Call Barging lets a supervisor join an active call, while Call Whispering allows them to listen and guide agents without being noticed by the customer.
Sticky Customized Voice Notification
Businesses can use text-to-speech or recorded voice messages triggered by events like orders or support queries. Personalize messages to enhance customer service, and send important alerts.
Click To Call
Enjoy an innovative tool that allows you to call a customer’s number with just one click, removing the need for manual dialing. Makes the calling process faster and more effective.
CRM Integrations
MCUBE integrates seamlessly with leading CRM tools, centralizing customer data for real-time tracking and hassle-free communication. Boost productivity in one place and optimize operations.
Call Reporting and Analytics
Get insights into call volume, wait times, and key metrics to monitor contact center performance. It helps to analyze common customer inquiries, enhancing efficiency and communication effectiveness.
Customizable Call Routing
Lets you direct calls based on your specific business requests, ensuring customers are assigned to the right agent or department every time.
Benefits of using Cloud Contact Center Solution
A coherent & well-structured contact centre solutions such as MCUBE’s can provide numerous benefits to businesses, including increased customer satisfaction and loyalty, improved efficiency and productivity, and the ability to handle a larger volume of customer interactions. These solutions can also enable businesses to gather valuable customer feedback and insights, which can be used to improve products and services.
Here are few of the major advantages of integrating our contact center solution to your business communication system
Enhanced Data Management
MCUBE’s contact centre solution can provide a comprehensive view of customer interactions, allowing businesses to track and analyze customer behaviour, preferences, and feedback. This can help businesses to identify patterns, trends, and issues that may require attention and take steps to address them.
Improved Communication
Our contact centre solution can facilitate better communication between businesses and their customers by providing a range of communication channels, such as phone, email, chat, and social media. Makes it easier for customers to reach out for assistance and allows businesses to respond to customer inquiries and feedback promptly and conveniently.
Increased Flexibility
MCUBE’s contact centre can be easily customized and scaled to meet the changing needs of a business. For example, businesses can add or remove staff or adjust routing rules to handle fluctuations in customer demand. This can help businesses to be more responsive to customer needs and ensure that they have the resources they need to provide excellent customer service.
Increased Efficiency
Our contact centre solution can streamline handling customer interactions, leading to increased efficiency and productivity. For example, automation and self-service options can reduce the time and resources needed to handle routine inquiries, freeing up staff to focus on more complex or high-priority issues.
Improved Customer Service
Improve the quality of customer service by providing a centralized location for customer inquiries and complaints with MCUBE’s contact centre solution. This allows businesses to efficiently handle a large volume of customer interactions and ensure that each customer receives timely and accurate information.
Reduced costs
MCUBE Contact centre solutions can help reduce costs by automating routine tasks and enabling businesses to handle more interactions with fewer resources. This can help improve the bottom line and increase profitability.
