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Cloud Call Centre

Increase your profits and unleash the power of exceptional customer experiences.

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
Integrated Auto Call Distribution
Integrated Auto Call Distribution

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
Integrated Auto Call Distribution
Integrated Auto Call Distribution

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
Integrated Auto Call Distribution
Integrated Auto Call Distribution

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
Integrated Auto Call Distribution
Operation Efficiencies
Cost-effective

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.

Feature-rich

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.

Feature-rich

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.

Feature-rich

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
Cost-effective

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.

Feature-rich

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.

Feature-rich

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.

Business communications on the cloud

Are you ready to transform the way you communicate?

Get the solutions brief

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.

  • Inbound voice queues
  • Outbound and blended voice queuesInbound voice queues
  • Outbound and blended voice queues
  • Email, chat, SMS, social media queues
  • Multi-skill routing
  • CRM Integration (CTI)
  • Agent call-flow scripting
  • Call recording (with agent notes)
  • Screen recording with playback
  • Live monitor, whisper, barge-in
  • Agent coaching and evaluation
  • Forecasting and scheduling
  • Schedule optimization
  • Vacation automation and shift-trade portal
  • Real-time adherence view and reporting
  • Real-time stat display and bulletin board
  • Real-time graphical dashboard
  • Custom multi-level dispositions
  • Detailed call and agent statistics
  • Scheduled reports
  • Customized contact center reportsEmail, chat, SMS, social media queues
  • Multi-skill routing
  • CRM Integration (CTI)
  • Agent call-flow scripting
  • Call recording (with agent notes)
  • Screen recording with playback
  • Live monitor, whisper, barge-in
  • Agent coaching and evaluation
  • Forecasting and scheduling
  • Schedule optimization
  • Vacation automation and shift-trade portal
  • Real-time adherence view and reporting
  • Real-time stat display and bulletin board
  • Real-time graphical dashboard
  • Custom multi-level dispositions
  • Detailed call and agent statistics
  • Scheduled reports
  • Customized contact center reports
Let's see how we can help improve the way you do business. Get a free, no obligation quote.   

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