As business demand increases, Customer support functions only gets extra headcount once a while to keep lockstep with the development, while client desires keep on rising. This leaves many contact centers to accomplish more with less, and attempting to get it with current customers experience desires. Without a doubt contact center manager need to stay aware of rivalry and customer demands. The best approach to do this is with investment in contact center software solutions.

As the worldwide cloud market keeps on developing at a relentless pace, cloud contact center solutions similarly remain a strong tool for conveying delight customer experiences. Cloud-based contact center focuses from calls to online channels, in sake of the organization by giving elite data and help to customers who profit a real organization product and service. A Cloud-based contact center is made from both physical and virtual assets which incorporates computer-telephony integration and customer service representatives. Organizations are moving contact centers to the cloud to pick up adaptability, efficiency, and security. Moreover, being cost-effective, cloud contact center models enable clients to be responsible for their systems and give new chances for better client experiences.

Here are 5 MAIN BENEFITS of moving your contact center to cloud.

Deployment is Quick and Easy as ABC

Cloud-based contact center are quicker and simply to deploy compare to the on-premise systems that can take a very long time to set up. Cloud-based contact center solutions regularly offer distinctive packages relying upon the intricacy of the task, considering organizations to start off more rapidly than with an on-premise contact center. Cloud-based contact centers does not require broad agent training. Program based software can be designed in a couple of clicks.

Increase Scalability and Flexibility

It’s so much easier to add agent’s licenses to your contact center in the cloud than on-premise. New licenses can be included instantly and your agent pool can be scaled up down as business develops or for occasional changes. Shorter contract lengths permit contact center client’s briefer tie-in periods. Contact centers need a client service alternative that gives imaginative solutions, offers great help, and guarantees reliability. Through the cloud, organizations have greater adaptability in changing to contact centers merchants that can best meet these necessities.

Cost Effective

Utilizing a cloud-based system decreases the cost and making it simpler to give customer solutions. Picking a cloud-based contact center will free you from this weight as your partner won’t just keep your equipment on the highest point of-the-line, however will likewise deal with your business, and these are met just by paying a month to month membership. It additionally has a lower upfront cost. A cloud contact center lessens your upfront expenses by up to 70%. You can even begin in a little office as long as you have the hardware and programming set up.

Cloud-Call-Center 2Enhanced Security

Noticeable cloud suppliers has put resources into reinforcement foundation to guarantee the most elevated amount of security and up-time for clients. Cloud-based contact center suppliers have contributed a lot of assets to enhance their security systems, frequently with elaborate security conventions and best practices that on-premise contact centers may not have. cloud solutions normally offer more grounded disaster recovery functions than on-premise solutions. At the point when blackouts happen because of catastrophic events or other problematic occasions, cloud solutions empower persistent operational functionality, like, enabling agents to interface with clients through cell phones when network is compromised during troublesome occasions.


While the cost of outsourcing is decreased, another favorable position related with cloud programming is that it is promptly available and accessible by all employees, no matter even in different locations. They can be in an office, working from home, utilizing satellite associations or even operating on road from their cell phones. It gives consistent access to both the employers and employees. With a virtual contact center, employers can screen their remote agents continuously, making it simpler to guarantee clients are getting the most noteworthy quality service. Many cloud-based contact center highlights even allow employers to screen and record agents discussions progressively in real-time.




Are your clients disappointed by the absence of continuity between interactions as they move from channel to channel?

Collab’s Customer Interaction Hub (CIH) is a multichannel contact management system, which allows to create and maintain a clear view of the profile and history for every client. The Customer Interaction Hub platform runs inside OneAgent and automatically records all contacts, whether Inbound or Outbound, continuously maintaining the contact’s history and context.

This process is fundamental to Enterprise Excellency, where we wish to maintain a unique view for each customer, regardless of the channel that is used or time interval between interactions. The purpose of CIH is to allow the agent to resume a conversation with a client while having access to the total context of previous interactions, whether they happened by voice, video, email, chat, social networks, or other channels.


Front Office

The system allows the day-to-day management of all contacts, including the need for rescheduling of contact attempts for a given date/time, which will be run automatically. It is organized in four main areas:

  • The customer’s file
  • The history of pending issues (unresolved)
  • The list of previous interactions (multi-channel)
  • Actions taken

The goal is to provide, in a single home screen, all relevant information about the client who is being contacted. When the dialogue starts, the agent can then create new issues, interactions, trigger new actions, make satisfaction surveys, etc. Each interaction is accompanied in CIH by two tabs, the first with the profile/ history of the client, and the other with the interaction itself, either a chat, a Facebook post, or the reception/reply to an email.

Back Office

The system contains a powerful administrative back office, with possible configuration of all operations and entities, such as;

  • Problem management
  • Type of subject
  • Service management
  • URL management for integration with the organization’s internal systems (web-services)
  • Actions management
  • User managements
  • Rules management
  • Password management.



An integral part of the Customer Interaction Hub is the reporting ability that complements OneSupervisor’s views, with two essential reports:

  • List of Inbound/Outbound interactions (voice, e-mail, chat, social networks, etc.).
  • Listing of cases/sessions assigned to agents.

Integration with corporate CRM tools

From the architectural point of view, the system also allows the native integration with the organization’s CRM, if it already exists or if it should be acquired, at a later stage.

For further details, drop us an email on mysales@microteltechnology.com.






Gamification is a tool to design behaviors, develop skills, enable innovation. Combined with other technologies and trends, gamification can cause major discontinuities in innovation, employee performance management, education, personal development and customer engagement. It includes:

  • Structuring an ad-hoc world
  • Managing the agent lifecycle
  • Integrating technologies in a perfectly optimized workforce ecosystem




  • Gamification motivate workers to complete tasks by making them more fun and appealing.
  • Challenges will create competition, hence, increasing workers performance.
  • Teamwork will often become the main tool to reach goals.
  •  It can also be used as a Learning Tool for trainees to follow and learn about their tasks.


With the Gamification Engine of Suite 2.5, we are creating a platform that can be connected to OneWorkForce, OneContact or any other 3rd party software. By doing this, your current Key Performance Indicators can be used to create Quests, Challenges and Achievements that will become available to your agents.

Further information on GAMIFICATION: LEARN MORE



Customer Relationship Management

Customer Relationship Management Solutions

There are many CRM Solutions for your business that can be used but choosing the RIGHT one can be a challenge. The right way to choose is by analyzing your organization’s needs. What, particularly, does your business require your CRM for? Although, each of different CRM solutions will carry out the same jobs, each of them emphasizes different aspects of the CRM process.


Organisations and businesses of all sizes have realized the importance of forging and nurturing long-lasting relationships with their customers. Microtel CRM solutions helps to manage and track customer lifecycle management whether in customer acquisition or customer retention. Providing functionality to enterprises in sales, marketing and customer service through collaborative, operational and analytical components.

Microtel CRM simplifies agent-customer interaction and helps businesses increase productivity through increased cross-selling, service customization and customer retention. There are many benefits and functionality by using this CRM Solution by Microtel Technology:

Inbound Process:

  • Customer Support CRM
  • Help Desk CRM
  • Case Management System

Outbound Process:

  • Sales and Marketing CRM
  • Collections CRM

CRM Inbound Management

  • Customer Service Management
  • Contact Management
  • Service Level Management
  • Operational Level Management
  • Knowledge Management
  • Management Reporting

CRM Announcer

  • Email Management

CRM Assignment

  • Concurrent Assignment
  • Sequential Assignment

CRM Assist

  • FAQ Management
  • Scripting Management
  • Guided Script
  • Fulfillment Management

CRM Alert

  • Notification Management
  • Escalation Management

CRM Integration Kit

Selecting the right CRM Solution may not be easy, but the results of starting with the right solution makes the effort worth it. Microtel CRM facilitates anticipation and responsiveness of the customer requirements accurately. It provides comprehensive features for data collection and communication interactions. Make the right decision by choosing the CRM solution by Microtel Technology.

For further information on our CRM Solution, visit CRM Solutions.

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