Virtual Call Center Solutions For Any Size Business

Businesses of any size now have access to a sophisticated Hosted call center solution. Because our solution is cloud based, it is easily customized, scalable and administered. It is also affordable because you won’t need to purchase any hardware, software or hire administrative staff to support the platform.

We Become Your In-House Telecom Department

In addition to getting a state-of-the-art Hosted Call Center, we assign a dedicated team of business VoIP specialists to your company. If you should require support, you will always speak with a person from your Dedicated Support team. You won’t be bounced around to people unfamiliar with your company. We do not charge for ongoing support or installation.

Watch a short video overview about AVAD’s Hosted Call Center

Hosted Call Center – Key Features

Automatic Call Distribution (ACD)

Using sophisticated routing policies, route callers to the right queue, with the right priority, and route them to the next available agent with the correct skills

IVR/Auto Attendant

Guide callers through with self-service applications, using voice or video prompts, to identify the best employee or agent

Queuing

Checks that incoming callers do not receive a busy signal or no answer, and that any employee – even when mobile – can pick up the call

UC Integration

Enable agents to manage any situation quickly with peers and supervisors, with integrated chat, presence, email and conferencing; as well as integration with CRM and other business applications

Agent Virtualization

Virtual pools (ACD groups) of agents can be created that span the globe, ensuring follow-the-sun support with a workforce that can log in from anywhere

Monitoring and Reporting

Ensure a quality experience by monitoring agents, utilizing whisper messages, barge in and emergency escalation when needed, and gain insight into performance with both historical and real-time reporting

Agent and Supervisor Clients

Web agent and supervisor clients provide a next generation look and feel for call center management, providing a comprehensive yet easy to use interface that helps end users efficiently manage their fast-paced workflow, from anywhere with an Internet connection

Deploying Hosted Call Center

Deploying a call center requires careful planning and coordination. AVAD assigns a team of Business VoIP Specialist that will work with your company to ensure the deployment of your call center goes as sooth as possible.

Here are the basic steps;

Step 1 – AVAD quickly provisions a new cloud based call center.

Step 2 – We train the trainers. We teach your call center administrative staff how to use our solution. We teach them how to create IVR’s, upload IVR messages, add new agents and supervisors, establish queues, define call flows and how to use our call center agent and supervisor software.

Step 3 – When your staff has been trained on our system, we will help you pull the switch and make your new call center live. We will transition your toll-free numbers and call center agents are ready to receive calls!

Our support does not end after installation.

We assign a dedicated team of specialists to your company. It is like having your own in-house telecom department.

Hosted VoIP Call Center – Real Time Reports

The AVAD Technologies Call Center solution provides a comprehensive set of in-depth, real-time and historical data on agent and queue activity, utilization and performance.

Accessible on-demand via the web-based client, or as scheduled reports delivered via email — it provides a broad set of reports to help maximize the performance and efficiency of call centers.

Hosted Call Center Dashboard

Monitor real-time Queue and Agent KPIs, such as calls in queue, average wait time, abandoned calls, agents available,agents on calls, % within service level, and many other Key Performance Indicators (KPIs).

Agent Activity Report

Generate real-time and historical report on performance of individual agents or groups of agents. KPIs include number of calls by call type, duration of ACD states by agents, and call duration by call state (talk, idle, etc).

Agent Utilization Report

Generate historical report on agent performance relative to the group. KPIs include number of calls by call type (ACD, Outbound), average duration by call type, and average duration of ACD state (talk time, handle time, etc).

Queue Performance Report

Generate real-time and historical report on queue performance and trends. KPIs include number of calls by state (answered, abandoned, overflowed), average duration (wait time, speed of answer, abandonment time), and percent by type (answered, abandoned, etc).

Service Level (SL) Report

Generate historical report that shows compliance against established service levels (eg answer 80% of calls within 20 seconds), Metrics include number of calls and percentage of calls within SL across multiple service levels.

Export Data to Excel – All reports include an option to export the data to Microsoft Excel, preformatted for ease of use.

Hosted Call Center – Call Recording

AVAD’s call recording system is easy to use, dependable and affordable. Recordings can be indexed by time, agent/employee, date, group, and a variety of other fields, making for hassle-free, instantaneous record retention, search, and retrieval.

Call Recording – Key Features

>> Automatically records all or selected calls

>> Integrates with AVAD’s Call Center

>> Easy-to-Use: Browser based call access

>> Remote installation in 2-hours: No specialists required

Hosted Call Recording – Management Interface Screens (Available Real Time)

Hosted Call Center – Call Recording

AVAD’s Predictive Dialer can be used in conjunction with our Hosted Call Center to maximize the time your agents spend talking to potential customers rather than dialing numbers or waiting to connect to a live person.

Our Predictive Dialer uses a propriety software algorithm that predicts when the next agent will be finished with a call and is available to take a new call.

Learn more about our Hosted Call Center Predictive Dialer