Cloud Contact Pro is a cloud-based call center management solution that supports inbound, outbound, blended and multichannel contact centers. Key features include agent scripting, contact flow, call routing, quality management, call monitoring and compliance.
Cloud Contact Pro enables users to create logical call scripts and make instant adjustments with drag-and-drop scripting. Users can also automate email content based on script responses and integration with other business systems. The system pre-populates screen data based on previous responses.
Cloud Contact Pro offers real-time call routing controls and a drag-and-drop toolbox that allows users to identify, route, queue and treat customers using data already gathered about previous interactions. The solution also offers preview, progressive and predictive dialing modes. Supervisors can monitor calls for quality and training purposes as well as discreetly advise agents through a one-way audio channel to provide assistance during a call and escalate to become a full participant via 3-way conference with an agent and customer on the line.