Kampala, Uganda | By Michael Wandati | Grubville Cloud Services, a Ugandan based cloud computing and business enterprise firm has launched a Call Centre, a new and modern take on call centre software, in a bid to improve and ease customer services and efficiency of contact centre.
Grubville Cloud Services Call Centre removes the complexity of traditional call centres with its software platform that helps Small and Medium-sized Businesses (SMB) cost-effectively turn an often frustrating experience into an opportunity to create remarkable customer experiences and build brand loyalty.
The company says this has been done to also increase productivity, sales and conversions to its customers. Grubville Cloud is introducing its single-platform Call Centre solution, with native CRM integrations and intuitive user experience, at a time of explosive growth for modern SMB companies looking to solve their inbound or outbound call centre needs.
The company’s Chief Executive Officer (CEO) said in an exclusive interview with the Kampala Dispatch that; “Grubville Cloud Services have made a major upgrade at our company offering with the rollout of state-of-the-art technology developed to integrate seamlessly into your businesses to increase efficiencies and drive down costs.”
He says that the COVID-19 pandemic has disrupted lives, livelihoods and organisations. “Companies are navigating the crisis by building resilient and digitally-enabled business models.”
The CEO also noted that one of the biggest advantages of Grubville cloud-hosted call centre solutions is the flexibility that they give clients to run their call centre the way they want to.
Companies and teams will have the freedom to work anywhere that they have an internet connection which facilitates home working and being able to recruit the best people for the job, irrespective of their geographic location.
“At Grubville Cloud Services, we believe in disruptive innovation with a purpose and create products that address the way modern businesses strive to communicate today, while remaining flexible enough to grow with the businesses of tomorrow,” said Grubville Cloud Services CEO in an interview with this publication.
“Our technology makes it possible for customers to enjoy one telephony platform for all their business communications needs. Whether it’s inbound and outbound customer communications with Call Centre; chats, calling and document sharing; or PIN-free conference lines, Grubville Cloud Services does it all at affordable rates. By adding this service, we’ve made it easier for companies to focus on what’s most important – creating happy customers and generating business growth,” he added.
The Grubville Cloud Call Centre platform includes a beautiful design aesthetic and intuitive user experience, which provides agents and representatives with easy-to-use features that save time, provide better service, and drive sales.
Agents and representatives using Call Centre spend less time trying to master unwieldy systems and more time solving problems, engaging with customers and serving as expert brand ambassadors.
Grubville Call Centre is the only call centre software solution built entirely with a microservices architecture, which allows customers to future-proof their inbound and outbound customer communication systems with modern tools and integrations.
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With a flexible and instantly scalable architecture, Grubville Call Centre also allows companies to instantly modernize their IT stack and ensure collaboration and productivity among employees.
Grubville Cloud Services Call Centre key features include:
- In-depth analytics: Complete, real-time view of customer data, agent productivity and more.
- Real-time alerts: Receive customized email or SMS alerts on key metrics like wait times, queue length and abandonment rates.
- Seamless coaching and quality management: Supervisors can listen in, monitor active calls, message agents with live coaching tips and advice and handle escalated situations promptly.
- High-speed performance: High-definition audio and intelligent call routing and queuing connects callers with agents faster.
- Unified platform for the call centers of tomorrow: Instantaneous onboarding and customized controls eliminate the complexity of traditional call center technology.
“We know that 70% of buying experiences are based on how customers feel they are being treated, so we designed Call Centre specifically with end users in mind,” said Grubville Cloud Services in a statement.
“We are focused on building a user-friendly service that eliminates guesswork and frustration for administrators and agents, improves call quality and routing functionality, minimizes customers’ time spent in call queues, and delivers actionable, customer-centric analytics.”
