Cloud Based Omnichannel Call Center Solutions

How MindArc can Help

Through our UCaaS offering we can offer our customers global omni-channel contact center solutions. This can be helpful where businesses want to offshore their customer service team to allow for around the clock support, although have a local presence. We help our contact center customers around the world create profitable & engaging customer experiences via our cloud based ACD, self service IVR and agent optimization solutions. The aim is to increase customer satisfaction & customer engagement through the below methodology:

Skills based routing
Workforce optimization
Universal Queue for routing customer interaction
OMNI Channel (email, chat & social)
Website chat bot integration
Advanced reporting and analytics

We deliver solutions to modernise your contact centre. MindArc has relationships with leading cloud based contact centre vendors, allowing us to provide you with the best solutions to transition your call centre from traditional to the cloud.

Experience the benefits of getting a cloud contact centre from MindArc:

Reduce Costs and Improve ROI

Focus more on improving your business' return of investment and don't worry about extra costs during upgrades and maintenance. Utilising a cloud contact centre costs less in the long run as the upgrades are already included in the fees.

Provide Better Customer Experiences

We offer global omnichannel contact centre solutions, allowing you to open more channels for your customers. This way, customers can enquire or seek customer service assistance via any platform available such as through calls, SMS, social media and more.

Empower Employees and Optimise Efficiency

Having a cloud contact centre setup allows employees to easily shift from working in the office to working from home, especially now during the pandemic. All that is needed is a device and the contact centre software to get started.

Offers Flexibility and Scalability

Have more control of your contact centre service. Easily scale up and down your team without worrying about additional charges for licenses. No hidden charges; everything is included in what you pay for.

A Reliable Partner

MindArc is here to run you through our global omnichannel contact centre solutions to help you establish or shift from traditional contact centre to a cloud based contact centre.

What is a Cloud Contact Centre?

Cloud Contact Centre vs. Traditional Infrastructure

In starting or investing in contact centres, businesses can choose between the cloud contact centre or traditional infrastructure. Both have the same purpose but have different technologies used to make it work. Then, what's the difference?

Traditional Infrastructure

Also known as on-premise hardware for contact centres, traditional infrastructure setup uses hardware, dedicated communication servers and operational infrastructure in one area. Everything the contact centre needs to operate is physically within the site or base of operations. All the agents come in the office and use contact centre software and hardware installed to cater to customers calling in.

The traditional contact centre setup works, but some disadvantages come with it:

Constant upgrades and maintenance cost more in the long-run.
Agents/employees can't work remotely because everything is on-site.
Communication channels can only cater to inbound and outbound calls.
It's you and your team's responsibility to manage and support the contact centre.

Cloud Contact Centre

One of the main differences between traditional infrastructure and cloud contact centre is that the latter doesn't require a specific location for the hardware and software used. It's an internet-based facility with a set of tools that allow you service and interact with customers on-site and remotely.

Getting cloud-based contact centre solutions is the next step for your digital transformation. It comes with various benefits the business can take advantage of:

Instantly scale your workforce up and down without additional costs for "seats" or "licenses."
You and your team can work remotely since everything is on the cloud. All that is needed is the software and a reliable internet connection where agents are.
Easy to customise based on your business needs.
Offers an omnichannel approach, meaning you can cater customers in different platforms aside from calls, such as SMS, chats, social media and more.
No extra cost when upgrading to the latest software.
It's the provider's responsibility to maintain and upgrade the cloud software for you.

Our Cloud Based Contact Centre Vendors

Through the years, we've forged strong relationships with the leaders of call centre technology in Australia. Among those are Nice, Ring Central and 8x8.

Nice

This cloud customer experience platform offers a unified suite of tools built in their Open Cloud Foundation, including customer analytics, omnichannel routing, workforce engagement, automation and artificial intelligence. It's cloud servers has the best uptime of 99.99% and, at the same time, provides flexibility and affordability.

Ring Central

Ring Central offers a complete, global cloud communications solution to help you service your customers all day. Its cloud based contact centre technology offers what your call centre upgrade needs: omnichannel approach, intelligent routing, automation, dialling, workforce management and optimisation, supervisor and agent tools, analytics and more.

8x8

Experience the Omnichannel Advantage First Hand

The omnichannel approach is a great contact centre solution that definitely helps businesses connect more with customers. It allows them to provide more channels where customers can reach out to. Whether it's through SMS, calls, emails, and more, customers are no longer restricted to connect with a business on one channel. On top of that, a cloud based contact centre promotes flexibility and affordability. Easily switch from working at the office to working from home and no longer worry about additional costs during upgrades and maintenance.

Understand the difference between legacy software and modern call centre technology. Contact us today for a demonstration of our contact centre technology offerings via Nice, Ring Central and 8x8.