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.
Key Features We Offer
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
Live call tracking can be particularly useful for businesses that rely on phone calls as a primary means of communication. It allows businesses to track phone calls made to and from their company in real-time. Live call tracking enables businesses to gather valuable data about their phone calls, including the caller’s location, the duration of the call, and any information that was provided during the call. This data can be used to improve customer service, optimize marketing campaigns, and identify areas for improvement within the business.
Sticky Agent
This feature allows you to route calls to the same agent. For example, if a customer calls and an agent has received the call earlier, then if this feature is activated, all the calls from this customer will be routed to the same agent station. This minimizes the customer’s dismay in dealing with various agents every time they call and maximizes both customer retention and customer satisfaction level.
Multiple Call Distribution
This enables you to use four different routing rules, namely sequential, weighted, priority, and parallel. Sequential routing allows even distribution of all inbound calls among the available agents. Weighted routing allows you to direct some percentage of the total inbound calls to a particular agent. Priority-based routing enables you to route all inbound calls to tenured executives first and then to others. The parallel routing technique redirects the inbound calls to three random agents at once based on their availability.
Call Recording
Capture the audio of every telephonic conversation for the purpose of documenting the conversation or for later reference. MCUBE allows you to record all the inbound calls, which can be easily retrieved anywhere and anytime. It offers the capability of categorizing call recordings based on several different criteria, including duration of the calls, time, date, agent name, etc. Call recording can be useful in a variety of situations, such as for customer service, training, or legal compliance. It also helps in boosting sales conversions, ensuring superior customer satisfaction.
Call Barging & Call Whispering
Call barging allows a supervisor or manager to enter an ongoing call between two other parties without the need to hang up and/or call back. Call whispering allows the supervisor or manager to listen quietly to the calls without the other parties being aware and provide assistance to agents without disrupting the conversation. Both calls barging and call whispering can be useful tools for managing customer interactions and ensuring that calls are handled effectively.
Sticky Customized Voice Notification
Businesses can create their own voice messages using text-to-speech technology or by recording their own voices. These messages can then be triggered by certain events or actions, such as a customer placing an order or a support ticket being opened. This can be used for a variety of purposes, such as providing automated customer service, sending out important notifications or alerts, and even conducting surveys. By using personalized voice messages, businesses can make their communication with customers feel more human and engaging, which can lead to increased customer satisfaction and loyalty.
Seamless CRM Integrations
MCUBE offers numerous customer relationship management (CRM) tool integrations that help businesses to centralize customer data, make it more accessible to relevant employees, manage interactions with potential as well as existing customers, and track & respond to customer inquiries in real-time. Our contact centre solution, once integrated with these CRM platforms, offers more efficient and effective communication with customers creating targeted marketing campaigns and sales strategies that are more likely to be successful, enabling businesses to better manage and understand their customers, improve communication and customer service, and drive sales and marketing efforts.
Call Reporting and Analytics
Provides insights into call volume, wait times, and other metrics to understand how the contact centre is performing. It is the dedicated process of collecting and analyzing data to gain insights into the performance and efficiency of the system, as well as the effectiveness of communication with customers. In addition to traditional call metrics, call reporting and analytics can also include data on customer interactions, such as the types of questions or issues that are most commonly raised during calls.
Benefits You Enjoy
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.