Collab Cloud Contact Center SugarCRM, Inc.

Collab presents its Omnichannel and Intuitive All-in-One Cloud Contact Center Solution, fully integrated with SugarCRM, that includes a complete inbound functionality, advanced outbound dialers, integration of all media channels and real-time as well as historical reporting. Additionally, a VoIP Office Phone solution that enables the integrated management of fixed and mobile communications is contemplated, simplifying the process of routing calls and call reception.

We already have special Telco contracts in place, or if you want, you can bring your own carrier.

For more info about our offer visit our website collab.com
or email us at info@collab.com

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Features and Benefits

Overview

Fully-Featured Omnichannel platform that combines Voice, Video, Chat, E-mail and Social Media. Easy to use, no coding skills or software installation required, flexible, secure and pay-as-you-go! Know more about all features on the side menu.

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Web Agents

Dedicated web application for the customer service representatives who handle inbound or outbound interactions – also known as OneAgent Web.

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Multimedia Campaigns

Manage incoming and outgoing voice calls; video, email, chat and Facebook, Twitter interactions.

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Inbound Campaign

Receive interactions and distribute them according to pre-defined sets of rules or skills, between your READY agents.

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RESOURCES

DETAILS

Service & Support

Multichannel Contact Center

Version Compatibility

Vendor

COLLAB

Overview

Web Agents

Dedicated web application for the customer service representatives who handle inbound or outbound interactions – also known as OneAgent Web.

Multimedia Campaigns

Manage incoming and outgoing voice calls; video, email, chat and Facebook, Twitter interactions.

Inbound Campaign

Receive interactions and distribute them according to pre-defined sets of rules or skills, between your READY agents.

Outbound Campaign

Improve performance. Pre-load contact lists then use OneContact CC dialling modes. Distribute all the voice interactions according to pre-defined sets of rules.

Recording

Capture audio and screen interactions. Save all the recordings history and use it to measure quality / performance or to comply with certain country regulations.

Reporting

Manage your business with a complete view of your contact center operations. It includes consolidated information about interactions, campaigns, agents and teams. Export directly to Microsoft Excel and receive all the information in your email.

Record and Monitoring

Increase quality of your contact center. Record and listen all the voice and screen interactions; Analyse whether the agents are performing/ underperforming while attributing a grade level to the recorded interaction; Generate reports so that an agent can be appraised in a macro overview.

OneLearning

Enables organizations to deliver an interactive learning experience, combining e-Learning with face-to-face training management.

Gamification

Can be used to manage the entire agent life cycle: recruitment, on-boarding process, brand loyalty, motivation, increased productivity, rewards... all in a single unified gaming environment.

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