The business world is rapidly evolving, constantly raising the bar for service quality. Modern contact centers, as one of the key channels for customer interaction, are now on the verge of a digital transformation. One of the most significant trends in recent years has been the migration of contact centers from local servers to cloud environments.
In this article, we take an in-depth look at one of the most promising solutions on the market – the Sirius cloud based contact center platform from the Ukrainian company Global Bilgi. We will explore the opportunities it provides for businesses and how it helps improve the efficiency of contact centers.
Why are more companies opting for cloud-based contact centers?
The answer lies in the variety of benefits that cloud solutions provide. Cloud systems eliminate the need to buy and maintain expensive hardware. They provide flexible resource scaling based on demand, which is especially useful during seasonal peaks. Cloud technology such as virtual PBXs, cloud servers, and cloud-based analytics services guarantee that contact centers continue to operate even when there are local challenges. Furthermore, they are easy to configure and deploy.
Contact centers are no longer bound by geography, thanks to cloud technologies. This is especially important in an era of globalization and the proliferation of remote and hybrid work styles. Your manufacturing facilities could be in Asia, your target market could be in North America, and your service crew could be in Eastern Europe. A cloud contact center connects your agents with clients, delivering a unified digital experience no matter where they are.
Benefits of the Sirius Cloud Based Contact Center by Global Bilgi
The Sirius cloud platform was created by experts with 15 years of contact center experience. This broad knowledge is why the platform is so popular among other contact center software solutions. The platform’s main advantages are:
- Operation using VoIP telephony
- Omnichannel capabilities
- Multilingual interface
- Flexible access rights
- Deployment options for cloud and on-premises settings.
It’s vital to remember that Sirius is a web-based platform that doesn’t require any further program installation. Agents simply connect to the platform via a web link and work in a single, intuitive interface without having to switch between tabs.
The Sirius platform connects effortlessly with existing technologies and systems, using capabilities such as API, HTTP(S) Rest, JSON, XML, SOAP, WSDL queries, and iframes, making it a very easy and versatile tool!
Key Components of the Sirius Cloud Platform
What are the requirements for a contact center? Receiving inbound requests via various communication means, making outgoing calls, and delivering the best possible service to customers. Sirius’ cloud platform provides all of these possibilities and more!
GB WebPhone: The Platform’s Key Component
GB WebPhone is a unique web interface that turns any modern browser into a powerful tool for managing phone conversations, online chats, and emails. It uses WebRTC technology to give crystal-clear audio and a steady connection. A single window contains all of the tools required for effective operator work, including a telephony panel, chat, access to the customer knowledge base, and more. The system’s flexible settings allow it to be adjusted to the demands of every organization, and the call recording capability helps to maintain service quality.
WebPhone improves contact center operations, boosts customer satisfaction, and cuts expenses. With its user-friendly interface, agents may quickly become familiar with the system and focus on resolving client difficulties. Supervisors can use the broad supervisory features to monitor team performance, provide appropriate support to operators, and evaluate the success of contact center operations.
GB WebChat: A service for managing live chats
This cloud based contact center platform component is meant to receive and process live chats from websites, as well as messages from other messengers. It is an integral feature of GB WebPhone, allowing you to combine all text-based communication channels into a unified interface. Say goodbye to the necessity for many applications to handle various messengers. GB WebChat allows you to manage chats from your website, Facebook Messenger, Telegram, Viber, WhatsApp, Skype, and BiP without switching between tabs.
Because of its interaction with CRM systems, agents have access to all relevant customer information at all times. Furthermore, extensive statistics on chat handling within the system allow you to evaluate the performance of each agent and the contact center as a whole.
Agent Desktop: An Integrated CRM System
Agent Desktop is an integrated CRM solution that provides contact center workers with all of the client information they need during encounters. Agents can swiftly handle customer difficulties by using dynamic dialogue scripts, which tell them which questions to ask. Key contact information, such as interaction history, orders, and personal details, are always visible on the screen, enabling for more personalized service for each customer.
Because of its clear and intuitive layout, agents can rapidly access the information they require and focus on fixing client problems. Automatic call scheduling, report generation, and call forwarding tools all help to improve workflows and keep the contact center running smoothly.
The Interactive Voice Response (IVR) System
The IVR system, a critical component of the Sirius cloud based contact center, automates conversations with clients throughout the early phases of their inquiry. Customers can instantly acquire information or switch to conversing with a contact center agent by using speech recognition technology rather than waiting in huge lines. Furthermore, the IVR voice menu can capture data on client actions within the system and display it in reports for additional service quality analysis, assisting with service process optimization.
The IVR system allows for customizable voice menu setting as well as integration with other systems via a client-server architecture that uses the REST API. This allows for the automatic distribution of calls among agents, lowering their workload and increasing the overall efficiency of the contact center.
GBPowerDialer: The Auto Dialer Software
The GBPowerDialer is a software solution that automates outbound calls, efficiently manages big contact databases, and saves time for agents. You can personalize the calling procedure to your specific needs using multiple operation modes (Preview, Progressive, and Outbound IVR). Furthermore, the system supports connectivity with external services for number verification, which ensures the quality of your outbound marketing.
GBPowerDialer provides configurable call-back settings, which improves customer engagement procedures. Real-time precise statistics allow you to track the effectiveness of each campaign. Data collection, such as call outcomes, dial attempt counts, response rates, and so on, enables resource optimization. Furthermore, the autodialer’s API allows for easy integration with other systems, making it an essential tool for any modern contact center.
AQoS: A Reliable Tool for Quality Assurance
AQoS (Assurance Quality of Service) is a system for comprehensively evaluating the performance of contact center agents. Customizable checklist settings allow you to construct personalized evaluation criteria for each sort of client interaction: calls, chats, emails, and more. The solution not only allows you to listen to call records, but you can also examine screen recordings of the agent, which gives you a complete picture of the customer interaction. Employee performance strengths and opportunities for growth can be identified using detailed information from each conversation.
AQoS substantially simplifies supervisors’ work by providing a simple interface and the required tools for service quality assessment. Supervisors may simply identify relevant recordings, listen to them, evaluate them using pre-defined criteria, and offer comments. The technology allows distinct encounters to be aggregated for joint review, resulting in significant time savings. AQoS allows you to quickly identify issue areas in your agents’ work and create successful training programs.
GBDashboard: Data Visualization for Efficient Decision Making
The Sirius platform’s interface converts massive amounts of data into simple and understandable graphs and charts. Imagine being able to monitor 169 contact center performance parameters in real time! This enables a speedy assessment of the situation, the discovery of patterns, and the making of sound decisions. With configurable crucial indicator highlighting, you’ll never miss out on the most significant occurrences in your contact center. Furthermore, GBDashboard allows you to track consumer behavior in the IVR system and evaluate the efficacy of various contact channels.
With a diverse set of data, you’ll obtain extensive insights into your agents’ performance, campaign outcomes, and overall contact center productivity. The flexible access mechanism enables each user to design their own workspace, displaying only the metrics that are most essential to them.
Contact Center Reporting and Analytics
The GBReporter service delivers complete information about the performance of your contact center. Managers can obtain a comprehensive view of operations by utilizing a variety of data, which include the number of calls and questions processed through various channels, average wait times, service levels, missed calls, and much more. This helps analyze agent efficiency, identify process bottlenecks, and make informed decisions to improve customer service quality. Detailed data analysis can be used to optimize contact center operations, increase employee productivity, and minimize expenses.
Who Will Benefit From The Sirius Cloud Platform?
The Sirius cloud platform is a versatile option for enterprises of all sizes. Currently, our software is used in a variety of industries, including telecommunications, delivery and logistics, tourism, and healthcare. Modern businesses will find Sirius intriguing in the following scenarios:
Enhancing Your Operations
Do you believe that your present contact center system is restricting your business’s potential? If so, Sirius is just what you need. By replacing antiquated software with a contemporary cloud platform, you can optimize all operations, increase agent efficiency, and provide your clients with a better digital experience.
Modernizing Your Contact Centre
Sirius lets you transcend traditional systems’ limits by providing adaptable solutions for automating typical processes, real-time data analysis, and system integration. This allows you to cut costs, increase productivity, and boost customer happiness.
Starting Your Own Contact Center
If you are beginning from scratch, the Sirius cloud based platform will be a dependable partner. We provide a comprehensive solution that contains everything required to establish a successful contact center, from IP telephony to connection with common CRM systems. Sirius provides benefits such as fast implementation, flexible setup, and scalability.
Conclusions
Switching to cloud solutions creates endless options for enterprises. It improves operating efficiency, lowers infrastructure maintenance costs, allows for scalability, and gives users access to cutting-edge technologies. Cloud services enable firms to prioritize expansion over technological concerns.
The cloud based contact center Sirius from Global Bilgi includes everything needed to build a modern and effective contact center. Sirius, with its intuitive design, comprehensive functionality, and high reliability, will assist you in improving customer service, increasing sales, and strengthening your position in a highly competitive industry.
Whether you are renovating an existing contact center or establishing a new one, the Sirius platform will assist you in meeting your goals. Request a personalized demo to see the benefits of Sirius for yourself. Please fill out the feedback form on our website, and our manager will call you at a convenient time.
