It seems everything is in the Cloud, at least when it comes to data and voice transmissions. Even the old stalwart of the desktop, Microsoft, has moved its applications to the Cloud. Therefore, it should surprise no one that many of our voice conversations, especially those terminating at hosted call centers, are passed through the Cloud.
ConnectFirstCCIoffers businesses a cloud-based service that provides flexibility and business continuity. The company’s QueueFlow, is a cloud-based universal queue that determines the final destination of a call before it queues and delivers it. Administrators define distribution rules based on priority, hierarchical skill levels, balancing call volumes, time of day, type of interaction, call volume thresholds, and many other criteria. QueueFlow is dynamic, enabling businesses to adjust quickly to changes in call patterns. For example, if a call center is off-line due to a severe weather event, administrators can quickly change the routing rules to deliver calls to another center or to an on-call outsourcer.
As QueueFlow works, it looks like calls are sent into the Cloud and then arrived miraculously at its appointed destination. However, that is not really how it works. QueueFlow uses information imbedded within each call to first check to see what the destination should be based on user-defined rules, and then checks the status of the destination. If the destination is available and taking calls, the QueueFlow sends the call to its original destination. If the destination is experiencing high volumes, high hold times, or is off-line, the service finds an alternate destination based on the user-defined rules. All this is done while the call is in transit which is an advantage of several other hosted call center service providers because QueueFlow reduces “Take Backs” (where a call is actually sent to an agent then when it is determined the agent is unavailable, the call is taken back and rerouted), and can actually decrease call charges.
Originally developed for direct response advertisers, QueueFlow offers functions and feature that are beneficial to almost any call center. QueueFlow is a separate routing engine and is not reliant on any one make or model of ACD. These features provide call centers significant business continuity capability. Because QueueFlow is not responsible for the final termination of calls, call centers can place agent where they are more advantageous to the center. Agents are also free to shift locations with no technological effort. For example, if the building that houses the call center needs to be evacuated, managers can send the agents to an alternate site where they can log in. The administrators can change the routing rules quickly and direct the call flow to a back-up contact center (which uses a different make and model of ACD) temporarily until the new location is occupied. The administrators can then direct the calls to the media server or ACD at the new location. This flexibility allows call centers to maintain operations, manage risk, and
QueueFlow is a baseline feature of ConnectFirstCCI’s hosted contact center service. It is a web-based service and administrators and supervisors need only a broadband connection to interface with the service. Because QueueFlow is telephone independent, it works with any type of telephone system including softphones, VoIP office phones, and trustworthy analog telephone at an agent’s home. The customer determines agent interfaces and QueueFlow can route calls from the cloud to a (for example) BPO’s Aspect Signature ACD, a retailer’s ShoreTel Communication Manager, or to ConnectFirst’s Inbound ACD (or any combination). The ACD then will pass the call to the appropriate agent over VoIP or TDM lines, depending on the ACD.
ConnectFirstCCi has its headquarters in Boulder, Colorado and is a privately held company. The company sells its service through a mix of direct and indirect channels (25%/75% direct/partner) and most of its sales are in the US. Important partners include ACD Directand JetDial. While most of ConnectFirstCCI customers are U.S. based, many customers have overseas component and ConnectFirst has parlayed those relationship into sales in the CALA and EMEA. ConnectFirst customer base includes The Public Broadcasting System (PBS), Synergixx, Answerfone Call Center Services, and Perricone MD. Finally, ConnectFirst operates multiple and redundant data centers.
Flexibility is a necessity in all call centers but few are afforded. Not many call centers have consistent call volumes or never have business continuity issues. The ability to shift call volume between centers or to distribute agents in a reasonably short time, can be a significant advantage for a call center. As their competitors are having difficulty dealing with an adverse event, the call center can rest assured that its calls are routed and handled in an effective manner.
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