Customer service platform at its best
Customer service platform at its best
Setera OneCloud Contact Centre (CC) is a complete omni-channel contact centre solution delivered as a cloud service.
It offers intelligent routing for all communications channels – voice, SMS, chat, email, fax, and social media – with end-to-end reporting.
Setera CC supports a multitude of enterprise PBX platforms – including Microsoft Teams, Skype for Business, Cisco, Avaya, Mitel, Unify, and others.
Deployment is simplified with customisable web clients.
Setera CC is the ideal solution to manage the performance of work at home employees.
Engage with Customers in Their Preferred Channel
Increase customer satisfaction and engage with them across all major global digital messaging platforms including SMS, email, live chat, WhatsApp, Facebook Messenger, Twitter, WeChat, RCS, Apple Business Chat and more.
With its modular design, Setera CC enables customers to deploy a complete omni-channel contact center solution on demand or simply choose individual applications on a per agent basis as those needs arise.
At the heart of the Setera CC system is an integrated omni-channel routing and queuing engine, offering powerful routing rules with a single easy to manage administrative interface.
Offering extensive PBX integration options, Setera CC is available for Skype for Business, Microsoft Teams, Cisco, Avaya, Mitel, Unify and many other PBX platforms.
The Interactive Voice Response system provides menu driven Auto Attendant and the ability to create custom call flows including data directed routing, Text to Speech and Speech recognition.
The Agent and Supervisor desktop apps are built on an open Web RTC platform (.NET for Skype and Teams). Both are fully customizable and provide secure connectivity to the MaxInteract server.
The Voice ACD module provides robust set of flexible of inbound call routing and queuing rules, including skills-based routing, priority customer routing and Call Back from Queue.
Web chat routing and queuing increases website visitor engagement with live chat capabilities and, once engaged, push web pages and share screens to further assist customers and increase conversions.
The SMS module extends the capabilities of chat routing and queuing to mobile users, routing inbound SMS messages to designated agents for quick responses and offers an automatic notification option.
For companies offering website visitors an email contact option, our Email routing and queuing application ensures those group emails are distributed to appropriate agents for timely response.
Leveraging your Exchange environment, designated inbound faxes are delivered to agents in your choice of a blended or standalone fax queue based upon your unique routing and queuing requirements.
Social Media Integration
Enables the routing and queuing of messages on your social media pages, and detects keywords in social media “posts” with notification to your agents so they can quickly respond.
Records all calls, agent, work groups or DID calls, or a sampling of calls for compliance and customer service. The analytics module can further detect keywords and emotions for managerial review.
Review and score agents based on objective parameters (ring duration, answer time, etc.) and subjective parameters (listen to and score conversations) in order to improve quality and performance.
The Reports module, for both real-time and historical reports, includes all communications channels, supports both text and graphics, and offers scheduled distribution and exports to external systems.
Providing Preview, Power and Predictive dialling, contact lists can be manually uploaded, or using our APIs, lists can be dynamically accessed in your internal databases or popular CRM systems.
MaxInteract includes comprehensive web-based administration, providing system administrators with simple set up, configuration and management of agents, queues, work groups, trunks, system status.
Help Desk Application
The powerful Customer Ticketing / Help Desk application enabling quick ticket registration, status-based routing, prioritization, workflow management and ticket queuing with end to end reporting capabilities.