Cloud Plus Managed Contact Centre is a fully-featured multimedia contact centre platform that integrates seamlessly with Managed UCC. Based on Mitel MiContact Center, it includes intelligent speech-enabled Interactive Voice Response (IVR) routing that can be customised to suit the needs of the most demanding clients, ability to handle communication across a variety of contact channels (e.g. voice, email, chat, SMS, social and 3rd party media), outbound dialling and messaging, and integration with Salesforce and other major Customer Relationships Management (CRM) platforms. Managed Contact Centre resides alongside Managed UCC on Cloud Plus Virtual Datacentre and also benefits from VMware High Availability (HA) by default with the potential for enhanced fault tolerance options as required.
Managed Contact Centre
Cloud Plus Managed UCC is a cloud-hosted Unified Communications & Collaboration (UCC) platform based on Mitel MiVoice Business that is designed to meet the needs of clients from 10 to 1,000’s of seats. The ability to use a variety of interfaces (handset, desktop, mobile and web) coupled with features like Dynamic Extension (simultaneous ring on up to 8 devices), Hot Desking (ability to log onto any designated handset) and Unified Messaging provides an enviable level of mobility and time savings through enhanced workforce efficiency. Residing on Cloud Plus Virtual Datacentre it benefits from VMware High Availability (HA) by default and Cloud Plus can design a solution that spans multiple Cloud Plus datacentres for enhanced fault tolerance as required.
Cloud Plus IP Voice is a business-grade SIP trunk service that is delivered either in conjunction with Managed UCC / Managed Contact Centre or direct to a Partner / Client managed system over the Cloud Plus Network. Typically sold per-channel, it includes unlimited 13/1300, local, national and mobile calls within Australia and tends to deliver substantial savings to clients that have historically paid for PSTN and ISDN lines along with usage-based fees for their calls. Fault-tolerant solutions are possible by delivering trunks from different Cloud Plus datacentres with either active/active or active/passive call routing.