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Our Technology
Technology - an enabler for better customer management.
Cloud 10's customer management partner network has been architected with both the customer and our clients in mind - i.e. deliver customer management capabilities to a pool of qualified and highly skilled resources agnostic of location while providing a robust and centralized technological infrastructure easily integratable, scalable, and highly reliable in order to fully support our client needs at the best price.
Our customer management partner network architecture has been scaled to provide the capabilities utilized in the larger call centers but often inaccessible to smaller environments due to the cost prohibitive nature of implementing such systems. Cloud 10 has architected its offering to bridge this gap at a fraction of the cost of a conventional bricks and mortar call center environment while still providing the traditional contact center requirements of integrated reporting, online training, unified desktop tools, analytics, multi-channel interaction routing, quality monitoring and workforce management for inbound, outbound, email, chat and IVR interactions.
Having a secure network including the prevention of unauthorized access to customer's data is at the forefront of our approach. Logical segregation of customer information is handled via several different measures (e.g. ACLs, database security, firewalls, and encryption devices) and is modifiable depending upon the level of segregation and security required by our clients.
By facilitating the ability to share common hardware, software licenses, and phone lines while ensuring customer data, routing rules, and libraries are completely secure, separate and discrete for each customer and for each client, our centralized technology has been designed to leverage economies and pass those savings on to our clients.
When you partner with Cloud 10 for management of your customers, you're plugged into our centralized network, a carrier-grade voice and data network, and worry-free operations with reliable systems working for our clients... 24 hours a day, 7 days a week, 365 days a year.
Logical, robust, secure, and redundant network.
Cloud 10's scalable and fully redundant customer management partner network architecture is based upon centralized customer management technology utilized to collect geographic customer interactions, prioritize those contacts, and route the interaction to the best qualified At Home Professional for handling.
Regardless of the call delivery mechanism, via Voice-over-IP (VoIP) technology, via TDM through the Public Switched Telephone Network (PSTN), or via a blend of the two environments, our goal is to ensure quality of service (QoS) in delivery of our customers calls.
Integration with the Cloud 10 network provides a high degree of availability and security while maintaining the maximum flexibility to implement new programs and the scalability to grow as our clients' business grows. Our centralized environment is designed with data and telephony convergence in mind and will allow any authorized device to be connected to our network by ensuring secure network entrance points while preventing unauthorized access and with measures deployed to prevent hostile network attacks.
Many agent locations - Consistent customer service.
Cloud 10's services are designed to provide the maximum possible value for each and every customer interaction via every communications channel. Through the use of advanced solutions and processes, we provide customer management programs that integrate inbound and outbound communications at all customer touch-points, including voice, email, web chat and automated solutions such as Interactive Voice Response (IVR).
The result is an integrated customer experience - from your perspective and from the perspective of your customer.
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