Feature-rich, cloud-based contact center solution

Telehop's Cloud Contact Centre solution is designed to improve contact center operations by: reducing IT reliance, streamlining workflow processes, simplifying training, and affecting better decisions through robust analytics.

Powerful cloud-based hosted features

Powerful, customizable platform with advanced feature set
Robust security features for more peace of mind
Easy scalability at planned & unplanned call volume
Easy-implement disaster recovery plans for all situations
Outcome-focused routing for top-notch customer interactions
Access to real-time customer insights from every interaction
Integration with common billing systems for enhanced experience

Data Centre Feature Highlights

24/7 network monitoring
Geographical survivability
Automatic software updates
On-demand scalability
Certified PCI DSS 3.0 SSAE 16

Queue Features Summary

Inbound voice queues
Outbound and blended voice queues
Automated call-back and click-to-call
Email, chat, SMS, social media queues
Automated threshold SMS / email alerts

Workforce Management Summary

Forecasting and scheduling
Schedule optimization
Vacation automation and shift-trade portal
Real-time adherence view and reporting

Call Centre Group Features Summary

Multi-skill routing
CRM Integration (CTI)
Agent call-flow scripting
IVR integration for self-service

Quality Management Summary

Call recording (with agent notes)
Screen recording with playback
Live monitor, whisper, barge-in
Agent and web chat logs
Agent coaching and evaluation

Reporting and Analytics Summary

Real-time stat display and bulletin board
Real-time graphical dashboard
Custom agent activities
Custom multi-level dispositions
Detailed call and agent statistics
Scheduled reports
Customized contact center reports

Operation Efficiencies

Inbound Voice Queues

Guide your customers to the right agent every time. With inbound voice queues, you can set up multiple call queues simultaneously to meet your business needs.

Multi-Skill Routing

Multi-Skill Routing navigates through the callers in queue and efficiently directs them to the agent with the right skill set to help them. The system makes sure that all calls are always routed to the best available agents with highest proficiency.

Whisper and Barge In

Improve customer experience with whisper and barge-in features. With whisper and barge-in features, you will be able to assist your agents and improve customer service quality.

Agent and Web Chat

Our chat feature will allow your agents and supervisors to communicate with each other without putting callers on hold, resulting in a faster and more efficient call resolution. Plus supervisors will have the ability to broadcast important updates to multiple agents simultaneously.

Monitor, Measure, Improve

Call Recording (with agent notes)

Your agents and managers can review any call anytime to ensure that they are following your company's quality standards.

Live Monitor

Monitor live agents and customer interactions from anywhere. Live Monitor lets you see the real-time status of your call center agents, queues, IVRs, and more.

Robust Reporting

We give you access to hundreds of reports and the ability to create your own custom reports. This means you can learn from past customer interactions, predict future customer behaviour, and create stronger action plans to keep you moving towards your goals.

Are you ready to transform the way you communicate?

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Cloud-based call centre key features and benefits

Is your call center helping to create happy customers? Gain more control, better reports, and greater staffing flexibility with advanced features to improve customer service levels.