Sky-click Web-based Call Center Platform: Now Open for Business!
I just caught the announcement from TechCrunch. Here is a run through of the interesting features from the TechCrunch review.
The service comes with a lot of interesting features that you should expect from a professional call centre solution: agent management (time, languages, products/services…), call queuing, dispatching & forwarding, missed Call solution, reporting & feedback and many more. The solution features a standard Salesforce.com integration that makes its CRM use seamless: The call centre agent can see the customer history, edit or create a new account. Contrary to traditional call centres SKY-click allows agents to see what his client is looking for on the company’s website and he can even visualize the page the customer clicked on to call. This solution will probably be welcome by many e-commerce websites but also online services company searching for better ways to interact with their audience.
The is definitely one of the most interesting products of the Skypeconomy. If both Skype, Salesforce.com and Sky-click can maintain their quality of service then this production should be an interesting option to people wanting to start-up a small call center quickly. The most important feature would be that agents can be located anywhere in the globe making it easier to outsource these call center agent jobs. Eventually, not only small companies would be using these platforms.
In my previous blog entry about this, I speculated about the possibility of creating an outsourcing eco-system around this service. With the initial run of features, this service can definitely enable smaller call centers to make a comeback. First of all, not much capital is needed to enable this service. Second, it makes it easier to setup and teardown call centers based on market demand due to the fully web-based nature of the infrastructure. Third, companies can initially start by handling the call centers themselves. Later on, they can easily outsource it or even take it back if there are problems. This definitely makes the market more fluid. Maybe Sky-click can even enable a value-added service of tying agents will potential call centers?
