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Contact centers

Customer Engagement

Optimise the communication with your customers

Call Centers

Call Centers

In today's competitive global marketplace, customer service is increasingly critical to attract and retain customers.

Our tailor-made call center solutions include call queuing and routing based on:

  • ACD (Automatic Call Distribution) and
  • IVR (Interactive Voice Response).
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Optional features
  • Text To Speech (TTS) or Automatic Speech Recognition (ASR) functionality
  • Computer Telephony Integration (CTI)
  • CRM integration bringing a 360° view on all customer details into one system
  • Skilled based routing forwarding the call to the agent with the right skills to answer the question.

Contact Center in the Cloud (CCaaS)

  • Fully functional and high performance contact center in the cloud.
  • Simple administration interface to outsource the administration or do it yourself.
  • Fast and easy provisioning of new agents and home workers.
  • Integrate CCaaS in your CRM. You can also use it as disaster recovery for your existing contact center.
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Contact Center in the Cloud
Features
  • Contact Centers in the Cloud is a fully web-based solution: your administrator only needs a browser and an Internet connection to set up a contact center. The contact-center processes can be managed via the Virtual Call Flow Builder.
  • Administrators and operators have 24/7 access to their calls, e-mails and faxes.
  • Flexible and accurate reporting on both historical and real-time data, fully tailored to the needs of the administrator.
  • Agents only need a phone and an Internet connection to get started. They have access from anywhere, even using tablets. Therefore, Proximus Contact Centers in the Cloud is ideally suited for home workers. Your operators can also be reached when on the road.

Marketing Numbers

Marketing Numbers
  • Use contact numbers that are easy to remember, unique and flexible.
  • Strengthen your company's image and maximize its accessibility.
  • Obtain a 100% response rate for your incoming calls.
  • No investment in hardware or software, no extra line is required on your part.
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Our offer
Numbers Costs for the caller Costs for you (as service provider)
0800 Toll free All communication costs
090X and 070 Surcharge determined by you
078 National call Usage of our platform

Web Contact

  • A click & call button on your website makes you easily reachable from anywhere worldwide.
  • Automatic re-use of 0800 call flow (same tariffs as Belgian 0800 number with fixed origin)
  • Enables file transfer and chat during audio or video calls
  • Call routing according to selected language, page, localization or any other parameters.
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Web contact

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Business continuity

Receive all calls that would otherwise go unanswered during technical downtime, hardware maintenance or a disaster.

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