Hosted Contact Centre

Wavenet Hosted Contact Centre provides businesses with a unique network-based solution to manage inbound calls more effectively

The virtual environment is ideal for managing staff in an office, remote or home agent setting and it is ideal for businesses receiving inbound calls from customers.

Hosted Contact Centre Benefits

• The online portal provides the ability to manage calls and staff from any location
• Ideal for multi-site environments
• No expensive hardware
• Password protection for reassurance
• Real-time and historic reporting, giving you the ability to react quickly to changing call rates and staff availability
• Route your calls so your customers never receive an engaged tone
• Customise your own messages to your customers

Specification

• License based architecture
• Online real-time and historic agent status
• Control incoming calls, call centres and staff from one online portal
• User updateable time/day and call flow management
• Full call routing and queuing capability
• Manage calls and staff from any location
• Simple agent login via web-based Opal agent control panel
• Updateable password protection, preventing unauthorised access
• Disaster recovery configuration

Options

• Network-based call recording, eliminating the need for recording hardware
• Audio network whispers, providing agent call introductions
• Mid call transfer, a cost-effective way to transfer calls
• Further bespoke capability, tailored additional functionality to suit individual customer requirements.