FLC Connect TECH

Cloud Contact Center.

WHAT WE OFFER

We are your Cloud Contact Center Technology Advisor.

CCaaS, or Contact Center as a Service, modernizes customer service by providing a cloud-based platform that integrates multiple communication channels such as phone, email, chat, and social media. This approach enhances customer experience through efficient, personalized service and reduces operational costs by offering scalable, pay-as-you-go flexibility.

A group of people are putting their hands together in a huddle.

Contact Center as a Service.

Contact Routing
Complete contact routing and blended dialer for IB/OB.
- ACD
- IVR
- CTI
- Email, Chat, & SMS
- Speech Recognition
- Dialer (Predictive, Progressive, Preview)
Workforce Optimization
Full suite of solutions to increase agent productivity and efficiency.
- eLearning
- Survey
- Recording
- Quality Management
- Performance Management
Telecommunications
Carrier-grade network offering low-cost redundant call handling options.
- TDM
- VoIP
- Toll Free
- Local DID
- SIP
- MPLS
PBX
Full-featured business phone solution.
- Business Phone Systems -Cloud/Desk
- Unified Communications/ Messaging
- Video/Audio Conferencing
- Mobile Communications/Apps
- Integrates with CRMs
- Business Presence

Why Choose a Cloud Contact Center Solution?

Simplifies Complex Environments
- Supports multiple locations and at-home agents
- Ensures conformity across staff /locations
- Support for blended environments (inbound/outbound)
Easy to Upgrade
- Replaces aging and outdated equipment
- Deploy additional contact channels (e.g. chat & email) easily
Highly Scalable
- Start with 5 seats and grow to 5000 seats without hassle
- Expand for seasonal business growth as needed
- Rapid deployment time
- Ideal for Contact Centers with high growth rates
Fits Most Budgets
- CapEx vs. Opex
- Pay-as-you-go-model
- Reduces call handling and agent idle times
Improve Reliability
- Better service/uptime as compared to premise based systems
- Complete disaster recovery plan in place to ensure reliability and availability

An aerial view of a city with a cloud in the middle of it.

A person is typing on a laptop computer.

AI in the Contact Center.

Artificial Intelligence (AI) is revolutionizing contact centers by automating interactions, personalizing customer service, and improving response times. AI-driven technologies, such as chatbots and virtual assistants, handle routine inquiries efficiently, freeing human agents to tackle more complex issues. This integration not only boosts operational efficiency but also enhances the overall customer experience by ensuring quick, accurate, and personalized service.

Key Benefits of AI in Contact Centers:

Automated Customer Support: AI chatbots can manage multiple customer inquiries simultaneously, reducing wait times and increasing efficiency.
Personalized Interactions: AI analyzes customer data to provide tailored recommendations and support, improving customer satisfaction.
Enhanced Decision Making: AI tools provide agents with real-time insights and data-driven guidance, enabling better customer service decisions.

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