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GSN Cloud Contact Centre: CX Edition

GSN’s Cloud Contact Centre platform has been packaged into three Editions, designed to match your customer service model while supporting diversity of channels and providing matching availability & service levels.

The CX Edition provides all the customer service essentials from the Optimise Edition, plus the specialised and enhanced functionality required by the more advanced customer centric contact centres.

Features and Functionality

All the features and functionality from the Optimise Edition plus+:

  • Social Media channels (Facebook, Twitter, others to follow)
  • Automated Outbound Dialler – predictive and progressive modes
  • Quality Management suite including agent skills assessor and score-carding
  • Call recordings archived to customer after 12 months
  • Up to 100% screen recording
  • GSN Centricity for customer satisfaction and employee feedback portal
  • Ability to ‘burst’ up to 150% of target capacity for any channel
  • Dual Active – service is maintained in dual PoPs with full call preservation
  • Service Level Availability of 99.999%
  • GSN can provide connectivity from GSN Cloud to Customer network with dedicated VLAN
  • 24 x 7 support, and Extended business hours options
  • Monthly reporting against SLAs and Service Management Meeting

The GSN Cloud Contact Centre offering also comprises of a number of supporting products which can be purchased as stand-alone:

  • Voice and Text Analytics
  • Workflow Management for Back Office
  • Speech Recognition IVR
  • Voice Biometric Authentication
  • Integrated Knowledge Management System