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Contact Center Technology That Improves CX
Every customer interaction is crucial to building brand loyalty. OneCloud Professional Call Center is a fully customizable and easy-to-use solution that provides robust tools and reporting features for a better customer experience.
Intelligent Tools
for Outstanding Service
Agent Features
Real-time coaching & training
Use features like listen, barge, whisper or call recording to manage, monitor and train call center agents.
Agent dashboards
Gives your agents a single-pane-of-glass view of all their calls — including those in queue — as well as important performance metrics and customer information.
Intelligent routing
Route inbound calls based on capacity, availability, and rules that you define in one easy-to-use interface.
CRM integration
Build deeper relations with your customers by using screen pops, quick dial links, and notes about each and every interaction.
See more →
Queue callback
Instead of waiting on hold, allow your customers to hold their place in line and receive a callback.
Web chat
Allow customers to interact with a live agent on your website. Customize your chats to route based on your employee’s skill level and customer questions.
Free Your Agents
Empower your employees to focus on what they do best: delivering exceptional service and support to your customers.
Custom reporting
Allow your supervisors to build reports based on what they want to see. Use the date to create actionable insights that drive success.
Real-time data
Monitor critical KPls, agent performance, and customer experience with key metrics in easy-to-understand displays, so you know exactly what is happening with your systems in real time.
Transcriptions and sentiment analysis
Call transcription with Sentiment Analysis provide supervisors valuable analytics for training and problem-solving.
Cradle-to-grave
Break down complex data, identify training issues, and create resolution metrics with cradle-to-grave call details and over 30 pre-built templates.
Smart Support
Supervisor Features
Speed Up Support and Increase Conversion
OneCloud Professional Call Center offers dozens of comprehensive reports right out of the box, but if your supervisors need more detail, Enhanced Reporting for OneCloud is a great option for customized analytics and reporting options to fit every business need.
Sign up to get Enhanced Reporting free for 30 days. Promotion includes free call recording and 10GB of call storage.
Ready to Step
Into the Future?
Upgrade to OneCloud CX™, a truly powerful AI-driven omnichannel contact center solution
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Artificial Intelligence
Features
Contact Center
OneCloud CX™
Notes
Advanced Intelligent Routing
After Work Evaluation
AI-Powered Agent Assistance
Automated Bot Conversations
Web chats allow customers to go through self-service with a chat bot first. Customers can be transferred seamlessly to a live agent on another channel, if needed.
Insights Into Customer Behavior
Interactions are compiled into a report with all channels, letting supervisors gain insight into the contact center.
Integrated Text to Speech for IVR Recordings
Integrations with Best-of-Breed AI
OneCloud integrates with Google AI, IBM Watson, Amazon AI, and Microsoft AI, just to name a few.
Natural Language Processing
Allow customers to utilize their natural language and voice to navigate self-service options within your IVR menu.
Sentiment and Text Analysis
Through real-time sentiment analysis, OneCloud CX™ platform can flag negative interactions and supervisors can intervene in real-time.
Call Center Features
Features
Contact Center
OneCloud CX™
Notes
Answering Machine Detection
Automatic Call Distribution (ACD)
Barge in / Listen in / Whisper
Call Queues
Call Recording
Call Reports
Callback
Click-to-Call Capabilities
Click-to-Chat Capabilities
Cradle to Grave
Hot Desking
Skill-Based Routing
SLA Alerting
Switchboard
Wallboard
Infrastructure
Features
Contact Center
OneCloud CX™
Notes
Cloud-Based
High Availability
Active
Active
Integrations
Features
Contact Center
OneCloud CX™
Notes
CRM Integration
Extensive
Extensive
Microsoft Operator Connect
Microsoft Teams Integration
Rest API
Zapier
Custom Zapier Integrations
Management
Features
Contact Center
OneCloud CX™
Notes
Drag-and-Drop Scenario Builder
Messaging
Features
Contact Center
OneCloud CX™
Notes
SMS & MMS
OneCloud is targeted toward one on one conversations with SMS
Channel Chat
Dynamic Web Chat
Your contact center can tailor the chat to different web pages on the website with different offers and call-to-actions.
Email Queues
LINE
Live Chat
Outbound SMS Campaigns
Telegram
VIBER
OmniChannel
Features
Contact Center
OneCloud CX™
Notes
Conversation Continuity
When an interaction is dropped, a customer who is redialing can be brought back to the same agent who handled that interaction. The customer can be accurately identified based on information from the CRM integration.
Identified Contact Routing
Interactions with customers who have defined contact information from a CRM can be routed to the same agents or an agent from the same team who previously helped the contact. Customers from dropped interactions can easily connect back and pick up from where they left off.
OmniChannel Scenarios
Tailor the customer journey over any channel, including voice calls, chats, and text messaging. Allow customers to switch between any channels seamlessly, and track their journey with your contact center through the whole interaction
OmniChannel Switching
Interactions with customers who have defined contact information from a CRM can be routed to the same agents or an agent from the same team who previously helped the contact. Customers from dropped interactions can easily connect back and pick up from where they left off.
Unified Agent Desktop
Reporting
Features
Contact Center
OneCloud CX™
Notes
Actionable Supervisor Dashboard
Supervisors can quickly view key metrics and KPIs about their assigned service queues, campaigns, teams, and agents. Get alerts and associated statistics about contact center performance in real-time.
Customizable Wallboards
Customizable global and personal wallboards that display real-time statistics, metrics, and other data for agents, teams, and supervisors. Get accurate, real-time data for analytics and reporting on-the-go.
Drag & Drop Report Builder
List Filtering & Sorting
Fine-tune lists by sorting and filtering to maximize output. Move contact list records from campaign to campaign, and prioritize hot leads from your lists.
Schedule & Ad-Hoc Reports
Run reports with set parameters, and get the reports you need quickly. Scheduled periodic reports to be delivered at the preset values, allowing you to get consistent and insightful data into your contact center without having to manually run the report. OneCloud requires the Advanced Reporting add-on.
Unified OmniChannel Reporting
Detailed reports include all data from all interactions on all channels. Get reports on channels like messenger apps, chat bot, web chat, email, voice, SMS, text messaging, and more.
3rd-Party Data Analytics Access
Access third party data platforms for comprehensive reporting and analytics. Work with data from Tableau, Amazon Quicksight, Zoho Reports, Google Data Studio, Zoomdata, and more.
Support
Features
Contact Center
OneCloud CX™
Notes
24/7 US-Based Support Custom SLA
Video Conferencing
Features
Contact Center
OneCloud CX™
Notes
Custom Meeting Rooms
Maximum # of Participants
500
1
Multiple Screenshares
Polls
Screen Sharing
?
Webinar
Whiteboard
?
YouTube Integration
Workforce Management
Features
Contact Center
OneCloud CX™
Notes
Aspect
Aspect workforce management software solution has increased productivity for millions of agents worldwide. Enhance supervisor and agent performance.
Calabrio Integration
Calabrio WFM helps to improve forecasting & scheduling, accelerate admin workflows, build effective staffing models, and engage & retain agents.
Call Recording
Monet
Monet Software workforce optimization software integrates with OneCloud CX™ to improve contact center service quality while reducing cost.
NICE
NICE is a workforce management solution that improves customer satisfaction by identifying performance gaps and providing advanced scheduling and forecasting.
Pipkins Integration
Pipkins is a workforce management software that schedules more than 300,000 agents in over 500 locations across all industries.
Screen Recording
Verint Integration
Verint WFM helps to improve customer experience by reducing time to answer, average handle time, first contact resolution, and total resolution time.
WFO & WFM Integration
Start Delivering Better Customer Experiences
See how excellent CX can not only reduce customer churn, but can actually increase sales and improve employee satisfaction.
Contact Center Technology That Improves CX
Every customer interaction is crucial to building brand loyalty. OneCloud Professional Call Center is a fully customizable and easy-to-use solution that provides robust tools and reporting features for a better customer experience.
Intelligent Tools
for Outstanding Service
Agent Features
Real-time coaching & training
Use features like listen, barge, whisper or call recording to manage, monitor and train call center agents.
Agent dashboards
Gives your agents a single-pane-of-glass view of all their calls — including those in queue — as well as important performance metrics and customer information.
Intelligent routing
Route inbound calls based on capacity, availability, and rules that you define in one easy-to-use interface.
CRM integration
Build deeper relations with your customers by using screen pops, quick dial links, and notes about each and every interaction.
See more →
Queue callback
Instead of waiting on hold, allow your customers to hold their place in line and receive a callback.
Web chat
Allow customers to interact with a live agent on your website. Customize your chats to route based on your employee’s skill level and customer questions.
Free Your Agents
Empower your employees to focus on what they do best: delivering exceptional service and support to your customers.
Smart Support
Supervisor Features
Custom reporting
Allow your supervisors to build reports based on what they want to see. Use the date to create actionable insights that drive success.
Real-time data
Monitor critical KPls, agent performance, and customer experience with key metrics in easy-to-understand displays, so you know exactly what is happening with your systems in real time.
Transcriptions and sentiment analysis
Call transcription with Sentiment Analysis provide supervisors valuable analytics for training and problem-solving.
Cradle-to-grave
Break down complex data, identify training issues, and create resolution metrics with cradle-to-grave call details and over 30 pre-built templates.
Speed Up Support and Increase Conversion
OneCloud Professional Call Center offers dozens of comprehensive reports right out of the box, but if your supervisors need more detail, Enhanced Reporting for OneCloud is a great option for customized analytics and reporting options to fit every business need.
Sign up to get Enhanced Reporting free for 30 days. Promotion includes free call recording and 10GB of call storage.
Ready to Step
Into the Future?
Upgrade to OneCloud CX™, a truly powerful AI-driven omnichannel contact center solution
Start Delivering Better Customer Experiences
See how excellent CX can not only reduce customer churn, but can actually increase sales and improve employee satisfaction.
Simplify Customer Connections
Every customer interaction is crucial to building brand loyalty. OneCloud Call Center is a fully customizable and easy-to-use solution that provides robust tools and reporting features for a better customer experience.
Intelligent Tools for Outstanding Service
Real-time coaching & training
Use features like listen, barge, whisper or call recording to manage, monitor and train call center agents.
Intelligent routing
Route inbound calls based on capacity, availability, and rules that you define in one easy-to-use interface.
Transcriptions and sentiment analysis
Call transcription with Sentiment Analysis provide supervisors valuable analytics for training and problem-solving.
Deeper customer relations
Easily integrate your CRM to include screen pops, quick dial links and notes about each and every customer interaction.
Free Your Agents
Smart Support
Work anywhere
Built with hybrid workforces in mind. agents can work from anywhere using OneCloud's soft phone with built-in queue controls, stats, widgets, and more.
Real-time data
Monitor critical KPls, agent performance, and customer experience with key metrics in easy-to-understand displays, so you know exactly what is happening with your systems in real time.
Customizable IVR
Create interactive voice responses in minutes with customer selection by key or voice.
Cradle-to-grave
Break down complex data, identify training issues, and create resolution metrics with cradle-to-grave call details and over 30 pre-built templates.
Speed Up Support and Increase Conversion
We offer several reporting options to fit every contact center business need.
Ready to Step
Into the Future?
Upgrade to OneCloud CX™, a truly powerful AI-driven omnichannel contact center solution
Start Delivering Better Customer Experiences
See how excellent CX can not only reduce customer churn, but can actually increase sales and improve employee satisfaction.
