Providing Managed IT Solutions that solve today's business challenges.
ARCO Contact Center-as-a-Service
Empower your agents to deliver unbeatable customer experiences.
Do you exceed your customers’ expectations?
Customers have high expectations when it comes to customer service. Whether contacting you for product information, support, sales, or billing, customers expect a consistent, personalized and positive experience via the channel of their choice. They expect a fast and accurate resolution from a knowledgeable customer support representative. Customers are won and lost because of the customer service you provide.
ARCO Contact Center-as-a Service (CCaaS) delivers on customer experience
ARCO Contact Center-as-a-Service (CCaaS) is a cloud-based contact center solution that enables organizations like yours to deliver superior customer experiences without the time, cost, and complexity of managing an on-premises contact center.
With ARCO CCaaS, benefit from a highly reliable, secure, and full featured solution that doesn’t require a large, up-front capital expenditure. Whether you have three agents or three thousand, you will be up and running in days or weeks, not months.
Better Faster Service
Your employees and customers will benefit from skills-based routing and rules-based routing, ARCO CCaaS enables customers to get the right answers from the right agent, at the right time.
Customer Choice and Convenience
Not all customers pick up the phone. We provide chat, email, and SMS that enable you to interact with customers on the channel of their choice. And if customers prefer self-service, we provide that, too!
Freedom to Work from Anywhere
Your operating cost go down and employee satisfaction goes up when you provide the option of remote work. With CCaaS, your employees can work from any location, with access to the systems they need to provide excellent support, and you benefit from an expanded talent pool.
Ensure your agents have the right tools to delight
your customers all year round
Smart Call Queues
Answer customers in sequence; minimize wait times. Handle more concurrent inquiries and maintain happier customers and staff.
Multi-Channel Queues
Ensure your customers never lose their place in line - regardless of how they contact you. ARCO CCaaS provides queues for chat and email routing to help provide organized and efficient call handling.
Smart Routing
Easily route customers to the right agent every time. Use skills-based routing, route interactions by customer SLAs, or create custom workflows to deliver the best customer experience.
Outbound Outreach
Go beyond inbound, with proactive customer outreach. Enhance audience engagement with multi-channel outreach capabilities.
Scale your staff to meet customer volume
Gain peace of mind knowing that you can scale your staff up or down, at a moment’s notice to meet fluctuations in customer service needs.
Gain better insight to the customer journey
Real-time insights get agents into context quickly, helping to deliver more informed responses that shorten times to resolution. Plus, deep historical reporting helps improve future interactions.
CCaaS Makes Effective Management Easy
With ARCO Contact Center-as-a-Service, management becomes easy, whether you’re working with remote, geographically dispersed agents or agents in a physical call center.
Key features and benefits:
- Desktop and web apps provide seamless access to your business systems
- APIs provide easy integration with your CRM systems
- Customizable, voice controlled IVR that direct your customers to the right agent or information
- Monitor, whisper, and barge features enhance the quality of customer service
- Simplify management with report scheduling
- Develop your team with agent and group reporting
Top features for Administrators include:
- Real-time calling statistics dashboard for desktop or wallboard display
- Integrations with CRM systems
- Routes calls according to Admin: Last Agent, Preferred Agent, etc
- Outbound dialer with voice & blended channel queues (add-on)
- Real-time customizable threshold alerts
- Emergency Queue Bulletins
- Post-Call Surveys
- Text-To-Speech capabilities