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clientConnect

We eliminate any headaches you might incur. Not only that, we also eliminate the cost of implementing, supporting, and managing complex on-premise technologies of yesterday.

Our clientConnect Call Centre Service is a combination of three elements: effective delivery, day-to-day expertise, and best-practice consulting. What does this mean for you? It means that you can focus on your core business and your most valuable asset: your people.

And it’s your people who use the processes and technologies you provide, and when you give them the latest technology and tools to deliver exceptional customer service, then not only do you increase customer satisfaction, but you also enhance employee engagement.

clientConnect Benefits

We offer a full-service solution with many benefits:

  • Fully hosted service that seamlessly integrates with your existing bluArc service.
  • Sophisticated yet intuitive features designed to enhance customer interactions.
  • Multiple types and levels of reporting to accurately track agent performance.
  • Startup implementation planning and call flow optimization included.
  • Our Hosted Centre Solution is easy to use and learn—you’ll have new capabilities without any technical hassles.
  • We developed the solution so we can easily customize it to fit your specific needs.
  • We offer a fixed price—a flat fee with no hidden costs.
  • We align our goals with your goals to ensure that support fees and contract length meet those goals—you’ll put an end to additional call centre capital expenditures and unbreakable contracts.
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clientConnect Features

Here are just a few of the many features you’ll receive with clientConnect:

  • Callback Request Visibility
  • Change Call Priority or Queue of Call in Real Time
  • Change Callback Priority, Retry Period in Real Time
  • Exit Queue with Voicemail
  • In Queue caller ID / Name Display Visibility
  • In Queue Priority Callback Requests
  • In Queue Voicemail to Email
  • Inbound Voice Queues
  • Agent Activity by 30-minute Intervals
  • Daily Agent Activity
  • Weekly Agent Activity
  • Monthly Agent Activity
  • Yearly Agent Activity
  • Agent Performance
  • Agent Utilization
  • Agent Utilization Total Average
  • Agent Status Trace
  • Agent Login-Logout Time
  • Daily Agent Activity (with missed calls)
  • Call Tracking – with Grouping
  • Call Tracking – without Grouping
  • Call Tracking (all fields)
  • Call tracking with grouping (with sub subjects)
  • Outbound Call Tracking
  • Call Tracking Summary – Inbound / Outbound
  • Call Tracking with Outbound Calls (all fields)
  • Inbound-Outbound Calls Tracking
  • Inbound/Outbound Call Tracking with Grouping
  • Agent Logged into Multiple Queues
  • Agent Unavailable Reason Codes Customizable
  • Agent Wrap Timer
  • Agent Wrap Up (Manual)
  • Automatic Agent Logout (Unanswered Calls)
  • Alerts when Thresholds Met
  • Configurable Alerts
  • Configurable Zero Out Key
  • Departments
  • Disposition / Wrap Up Codes (Customizable) / Call Level
  • Max Calls in Queue
  • Max Time in Queue
  • Multiple ACD Groups
  • Multiple Language Support
  • Priority Queuing
  • Re-Queue Calls Unanswered by Ringing Agent
  • Screen Pop – CRM Integration
  • Service Levels Configurable
  • Set Max Queue Length
  • Zero Out of Queue
  • Alerting – Customizable
  • Barge-in
  • Configurable Thresholds or Real-time Display and Email/SMS Alerts
  • Configure Contact Centre Settings
  • Customizable Agent Statuses
  • Email Notification when Thresholds are met
  • Graphical Statistics Dashboards
  • Login Restrictions
  • One-click Business Continuity Capability
  • Real-time Statistics Display
  • Role based and Granular Access Levels
  • Silent Monitor
  • Supervisor Real-Time Dashboard
  • Supervisor Web Client
  • View Agents in Multiple Queues Simultaneously
  • Whisper Mode
  • After Hours Routing
  • Call Delivery Circular
  • Call Delivery Next Available
  • Emergency Treatment
  • Forced Forwarding
  • Holiday Routing
  • Overflow Calls
  • Overflow Secondary
  • Overflow Number
  • Re-Queue if Unanswered
  • Skills Based Routing
  • Call Recording Tagged with Dispositions and Agent Notes
  • Agent Chat Logs
  • Routing by Type of Day
  • Routing by Time of Day
  • Queue Priority Routing
  • Agent Priority Routing
  • Configurable Outbound Caller ID (by team, agent, call)
  • Agent ACD Pass Code
  • Agent Available / Unavailable
  • Agent Login / Logout
  • Phonebook Directory
  • Logged In Agent Directory
  • Call History – Dialed, Received, Missed
  • Call Control (Conference, Transfer, Hold)
  • Conference in Supervisor
  • Log into Multiple Groups Simultaneously
  • Initiate / Interrupt Recording
  • PC Desktop Agent / Client (English, French, Spanish)
  • Web Agent / Client (English, French, Spanish)
  • Comfort Message
  • Dynamic Announcements – Queue Position / Wait Time
  • Entrance Message
  • Estimated Wait Message
  • Music On Hold Message
  • Periodic / Multiple Announcements
  • Whisper Message on Answer
  • CRM Integrated Screen Pop
  • Agent Scripting Tool
  • Inter-agent Presence View
  • Inter-agent Chat
  • Integrated Agent View of Queues / Wait Times
  • Global Daily Statistics View
  • Personal Agent Statistics View
  • GUI Call Transfer (Agent, Queue, External)
  • Configurable Hot Keys
  • Ergonomic Features (minimum keystrokes, body neutral posture)
  • GUI IVR Development
  • Call-in Prompt Recording
  • Prompt File Uploads
  • IVR Bulletins
  • Queue Bulletins
  • Multi-lingual Support (English, Spanish, French)
  • IVR Overall
  • After-hours Calls
  • Abandoned Calls
  • Unanswered Calls
  • Calls Distribution
  • Volume of Calls
  • Voicemail Analysis with Details
  • Dial Out Calls
  • Dial Out Attempts
  • Logged in Agents Directory
  • Personal Directory (phonebook)
  • Queue Productivity by 30-minute Intervals
  • Daily Queue Productivity
  • Weekly Queue Productivity
  • Monthly Queue Productivity
  • Yearly Queue Productivity
  • Daily Queue Summary
  • Monthly Queue Summary
  • Queue Callback Stats
  • Missed Callbacks
  • Individual Callback Stats
  • Call Record Always – Kept for a maximum of 30 days
  • Call Record on Demand – Ability to disable recording on a per call basis