Why choose SaskTel HCC?
An enterprise grade contact centre fit for any size of business.
Data security
and support
All web sessions use SSL encryption
Your data is protected in world-class data centres
Easy to start,
easy to learn
Setup and training are simple
Intuitive and easy-to-use web interfaces
Flexible
Agents can work from any location
Add or remove agent seats as needed
Empower customers to choose how they contact you – phone, chat, SMS, email, or social media
Save costs
and take control
No need to purchase expensive hardware and software
Your solution is always available even if your office and network are not
Service Requirements
Your employees need just three simple things to use HCC
High speed internet connection
Web browser
Any phone that can make and receive calls, such as:
- Telephone with local service
- Wireless phone
- Direct-access IP phone
- Software or hardware-based VoIP
Service Features
Skills-based routing and IVR
- Direct your customer to the appropriately skilled agent, and coordinate telephony and data delivery
- Provide customizable greetings, prompts, and schedules for your customers
Reporting, monitoring, and call recording
- Real-time dashboards monitor live activity including wait times, calls in queue, and number of agents on calls
- Custom and pre-defined reports track agent performance and queue activity metrics for strategic decision-making
- Call recording options including live-monitor calls in progress, on-demand call recording per agent, and quality-control for compliance
Efficiency tools
- Provide a call back option instead of making customers wait on hold
- Transfer calls to a predetermined number during a disaster or emergency
- Load a list of calls to be made, including caller information, start and stop times, re-dial attempts, and the date the call attempt will expire if connection is not made
Customer Relationship Management (CRM) integration and workforce optimization tools
- Get seamless, out-of-the-box integration with CRM enabling you to define tickets and manage customer interactions
- Schedule your agents and allow them to trade shifts, manage vacation schedules, and view real time adherence
