Zain Calls – Hosted Contact Centre (CCaaS)
Zain Calls – Hosted Contact Centre (CCaaS) is a comprehensive and fully integrated cloud-based contact center solution by Zain. It supports various communication channels, including Voice, Twitter, WhatsApp, FB Messenger, Apple Smart messaging, and more, enabling effective communication with end customers. This scalable and pay-as-you-go (PAYG) product is designed to significantly reduce costs.
Features
- Supports Multiple Communication Channels: Provides flexibility by supporting various communication channels for customer interaction.
- Intuitive Browser Interface: User-friendly interface for efficient and easy management of contact center operations.
- Automated Call Routing and Proportional Distribution: Efficiently routes calls and ensures proportional distribution for optimized performance.
- Detailed Call Reporting and Analytics: Comprehensive reporting and analytics tools for insights into contact center performance.
- Real-time Call Monitoring: Enables supervisors to monitor calls in real-time, ensuring quality and compliance.
- Built-in Security Measures and Compliance Features: Includes security measures and features to ensure the protection of sensitive customer data.
- Strict SLA Monitoring: Adheres to strict Service Level Agreement (SLA) monitoring for reliable and consistent service.
Benefits
- Enhanced Security and Compliance
Ensures the protection of sensitive customer data through built-in security measures and compliance features. - Improved Customer Experience
Omnichannel support and real-time monitoring contribute to providing personalized and timely support, enhancing the overall customer experience. - Increased Efficiency
Automated call distribution and proportional routing improve call handling times and reduce wait times, enhancing overall operational efficiency. - Better Decision Making
Analytics and insights derived from detailed reporting help businesses identify trends and optimize contact center performance. - Cost-effective
A cloud-based UCaaS + CCaaS platform proves to be more cost-effective than traditional on-premise solutions, eliminating the need for expensive hardware, maintenance, and upgrades.
FAQ
What is Zain Calls – Hosted Contact Centre (CCaaS)?
Is a cloud-based Hosted platform on Zain Saudi Arabia with omnichannel support for Voice, Twitter, WhatsApp, FB Messenger, and more. It logs and analyzes transactions, provides customizable dashboards, and offers call routing AI for cost efficiency.
What are the benefits of using Zain Calls – Hosted Contact Centre (CCaaS)?
The benefits of Zain Calls – Hosted Contact Centre (CCaaS) include omnichannel support, user-friendly browser interface, interactive voice response, automatic call distribution, proportional routing to agents, call reports, real-time agent monitoring, and extensive call search options.
What are the different packages available for Zain Calls – Hosted Contact Centre (CCaaS)?
It offers three different packages Zain Calls – Hosted Contact Centre (CCaaS) CC Standard, CC Pro, and CC Advanced, along with several add-ons, such as screen capture, Advanced Recording ,Call Accounting & Control and more.
Is Zain Calls – Hosted Contact Centre (CCaaS) suitable for small and medium-sized businesses?
Yes, is suitable for businesses of all sizes, including small and medium-sized enterprises. The different packages offered by Zain Calls – Hosted Contact Centre (CCaaS) cater to different business needs and budgets.
Solution Packages and Prices
| Zain Calls– Hosted IP PBX (UCaaS) Packages | Price per User per Month | Features |
|---|---|---|
| Voice Basic | 29 SAR | • Configured for 1 desktop • IP phone or Analog Desktop phone • Can be configured as an analog trunk to a legacy PBX • Supports a wide range of SIP phones, e.g.: Yeastar, Fanvil, Grandstream, Snom, Poly, Gigaset and some mostly used Avaya phones. • HD Voice & Video calling (if desktop phone has Camera) • Advanced Cloud PBX functions Basic IVR |
| Voice Plus | 59 SAR | All features in Zain Calls – Hosted IP PBX (UCaaS) Voice Basic including: • +4 Softphones for each user on same extension • HD Voice and Video calling from the softphone + supported IPT • Multi-ring capability = ALL devices ring at the same time, ability to transfer active calls from/to any device • Call continuity for all connected devices • Invite to conference calls • Active call transfers from/to other extensions to any device phones/desktop/IP-phones |
| UC Plus | 99 SAR | All features in Zain Calls– Hosted IP PBX (UCaaS) Voice Plus, in addition to: • Full Conferencing and Collaboration • User presence and status • Use your Microsoft Outlook & Google Gsuite to call or chat with your colleagues • Invite to conference calls • Call continuity across Wi-Fi & Cellular • Advance IVR | • Portal access for monitoring and reporting
| UC Plus - Zoom Add-Ons | Add-on packages to enhance your Zain Calls experience with one day, one week, or one month access to Zoom Meetings. |
Add-Ons
| Item Description | Pricing Options | Selling price |
|---|---|---|
| Multi-Level IVR (one time charge per Customer) | One time charge | 1,999 SAR |
| Advanced Recording/Reporting | Per Ext | 19 SAR |
| Screen Capture | Per Ext | 19.99 SAR |
Note: The prices are VAT excluded