Hosted Call Center – Customized To Your Specifications

Our Call Center has 2 pricing components, Hosted Call Center Software licensing and the per minute call charges.

Hosted Call Center Software – License Pricing

Approximate Per Minute Call Pricing

Build The Perfect Call Center – Only Pay For What You Use

Our hosted call center solution allows our clients to build a call center that is completely customized to their specific needs.

Why have businesses been migrating to AVAD’s hosted call centers?

Financial Advantages — Minimal upfront costs and the “pay as you go” model, coupled with reduced maintenance fees and network costs.

Flexible Work Options and Virtualization — Ease of provisioning and managing multi-site and remote agents, using a single, central queue which routes calls to agents regardless of their physical location.

Enhanced Operational Flexibility — The ability to rapidly scale up and down and handle unexpected or fluctuating call volume quickly, without disrupting or changing infrastructure.

Access to Latest Technologies — Low risk and cost to access cutting edge features, e.g. video call centers.

Business Continuity — With hosted architecture, calls are queued in your company phone network and can be re-routed to alternate locations in the case of service disruption

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

Deploying AVAD’s 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 Call Center Software – 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.

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 Simplified

Our Hosted Call Recording solution 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.

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