2. 2PAGE
NuVoxx Cloud Contact Centre (NC3) is a cloud-based inbound and outbound contact centre solution
for organizations looking to enhance their contact centre capabilities and customer experience, without
having to deploy, manage and maintain the required infrastructure.
The solution allows agents and management staff, to log in from anywhere as long as there is an Internet
connection. This enables NC3 clients to operate their contact centres as virtual centres with home
agents, as a BCP/DRP environment, from the office, or any variation of these scenarios. It also allows
dispersed agents to share a single queue, thereby improving efficiencies and customer experience.
NC3 can work in conjunction with client’s existing telephone system, any landline or mobile phone line
or using a softphone. The NC3 application is web-based and only requires a web browser to access and
operate.
Simple, easy to use interface and powerful reporting engine give our clients the ability to easily manage
operational aspect of their contact centre. The best part is that it does not require technical know-how. It
levels the playing field by enabling any size contact centre to access leading edge technology.
• Fully hosted and managed by NuVoxx
• Flexible use scenarios (e.g. home, office,
DRP/BCP)
• Real-time reporting and call recording
• Scalability
• 100% Uptime
• Queue Callback, Customer Surveys,
• Powerful IVR engine
• Pay-per-use model
• Easy to use
• No infrastructure to deploy or manage
• Flexibility to manage and operate
• Operational Management Capability
• Ability to scale up (and down) as needed
• No dropped calls or busy tones
• Improved Customer Experience
• 24x7 self-service
• Lower Cost of Ownership
• Shortened training window
Features Benefits
NC3 SERVICES
OVERVIEW
3. 3PAGE
HOSTED ACD
INBOUND CONTACT CENTRE
Enhance your contact centre
1 to 500 agents – Our technology
can handle volume spikes for you
100% uptime guarantee and multi-site
geo-redundant platform to back it up
Pay per use model. Pay for actual usage
and not the infrastructure
Enhance your contact centre and offer reliability and functionality necessary to successfully service customers and improve customer
experience. Our cloud contact centre solution includes advanced functionality without requiring any infrastructure changes. It allows your on
premise, home based and outsourced agents to receive calls using the same platform, providing a seamless and improved customer experience.
ENHANCED MANAGEMENT AND
REPORTING
In addition to standard inbound ACD functionality
our cloud contact centre solutions offers a suite
of performance management tools to enable your
team to optimize and improve customer experience.
With our platform, you will be able to look at agent
state, occupancy, call arrival patterns to identify
opportunities to shift or rearrange resources to
handle the incoming calls. You will also be able to
activate and use advanced functionality such Call
Recording, Queue Callback, Self-service and more.
• Skill based routing
• Multi-skilling
• Ability to scale instantly
• Intuitive web-based platform for agents and management staff
• Telephony via SIP or traditional telephone lines
(including mobile phones)
• Flexible scripting and database/CRM integration
• Call Monitoring
• Call Recording
• Reporting and Call Detail Records available in real-time
Features
• IVR Self Service
• Queue Callback
• Customer Satisfaction Surveys
• SMS
• International local and Toll
Free numbers
Optional Services
• Access to leading edge call
centre features
• Improved Reliability
• Improved Flexibility
• Improved Scalability
• Reduced Costs
• Instant DRP/BCP
Benefits
• Agents dial into NC3 platform using traditional telephone,
mobile phone or a softphone
• Our platform delivers calls to agent accompanied with a Screen
POP delivered via the web
• Ability to ramp up and down to accommodate seasonal call
patterns
• Ability to use smart routing to allocate call volume
• Leverage Queue Callback to handle spikes
• Geo-redundant infrastructure with multiple data centers in
High Availability configuration
• Client can log in using any telephone and any web-enabled
device, including smart phones
• Real time reporting including call centre metrics such as AHT,
ASA, calls waiting, longest call waiting, agent state and more
• Historical reporting
• Call Detail Records available for export in CSV
SCALABILITY RELIABILITY COST SAVINGS
TECHNICAL DETAILS
Call Delivery
Reliability
Scalability
Reporting
4. 4PAGE
HOSTED DIALER
OUTBOUND CONTACT CENTRE
Improve you outbound efficiencies and agent performance
SCALABILITY
1 to 500 agents – Our technology
can handle any number of campaigns,
agents or leads
RELIABILITY
100% uptime guarantee and multi-site
geo-redundant platform to back it up
COST SAVINGS
Pay per use model. Pay for actual usage
and not the infrastructure
Leverage NuVoxx cloud dialer solution to make your outbound team more efficient, without having to invest in new infrastructure. Preview,
power and predictive modes available at your fingertips. Have your agents simply dial into the NuVoxx platform and log into a campaign to start
making calls. Custom dispositioning, industry standard metrics, 100% call recording and a simple user interface will enable your team to focus
on making calls instead of struggling with the technology.
SIMPLIFIED CAMPAIGN
MANAGEMENT AND POWERFUL
REPORTING
Easily import data using Excel or CSV formats. Run
as few or as many campaigns as you need to without
any additional costs. Configure scripts, calling times
and dialer mode (preview, power, predictive) for each
campaign. Access real-time reporting on industry
standard metrics such as Dials per hour, Abandon
rate, RPCs, Contacts, etc. More importantly, improve
on all those metrics but using the leading edge
NuVoxx cloud dialer.
• Easy Campaign setup and configuration
• Ability to scale instantly
• Intuitive web-based platform for
agents and management staff
• Telephony via traditional telephone lines
(including mobile phones) and SIP
• Flexible scripting
• Easy to import and manage leads
• Call Monitoring
Features
• Access to leading edge call centre features
• More efficient outbound campaigns
• Improved Reliability, Flexibility and Scal
ability
• Reduced Costs
• Instant DRP/BCP
Benefits
TECHNICAL DETAILS
• Agents dial into NC3 platform using traditional telephone, mobile
phone or a softphone
• Our platform delivers calls to agent accompanied with a Screen
POP delivered via the web
• Ability to ramp up and down to accommodate seasonal call
patterns
• Geo-redundant infrastructure with multiple data centers in High
Availability configuration
• Client can log in using any telephone and any web-enabled
device, including smart phones
• Real time reporting including call centre metrics such as AHT,
ASA, calls waiting, longest call waiting, agent state and more
• Historical reporting
• Call Detail Records available for export in CSV
• Call Recording
• Reporting and Call Detail Records
available in real-time
• Preview, Power and Predictive mode
• Simplified compliance management
• Caller ID and Caller Name
• Unlimited Line to Agent ratio
• Works for on premise as well as at home
agents
Call Delivery
Reliability Reporting
Scalability
5. 5PAGE
NuVoxx
9251 Yonge Street 8221, Richmond Hill,
ON L4C 9T3, Canada
+1-888-968-8699
info@nuvoxx.ca
STAR TELECOM
9251 Yonge Street 8221, Richmond Hill,
ON L4C 9T3, Canada
+1 855-782-7835
info@startelecom.ca
