KCM Telecom Contact Center as a Service Package (CCaaS)

Communications Features

All-in-one – All features & services below included for one annual fee! If not mentioned otherwise and except Addons.
Hosting – All Systems are hosted on dedicated servers.
Failover – High availability of our services.
KCM Trunk – Provider of phone lines and numbers.
CCaaS – All systems are setup, maintained and managed by us.
Support – Unlimited support during business hours included, 24/7 at axtra costs.
Call Minutes & Numbers – Can be booked without the package and connected to any pbx.
KCM ChatBot – One website ChatBot included, further bots at extra charge.
Desk Phones (not included) – Choose from a variety of desk phones if required.

Windows and Web Client, iOS, Android – Your extension with you wherever you go.
Phone Directory – Company and private phone book.
Auto Attendant – Select menu options.
Greetings – Greet your customers with individual messages in all languages.
Headset Integration – Use your headset, no desk phone required.
Call Parking / Pickup – Customer calls in a waiting lounge.
Ring Groups – An inbound call rings several users.
SIP Trunk – Keep your existing provider and numbers or get lines from us.
Busy Lamp Field (BLF) – See which users are busy or available.
Integrated Fax Server – Fax to Email on inbound faxes.
Voicemail & Transcription – Transcribe your voicemails to text.
Intercom / Paging / PA Announcements – Announcements company-wide.
Integrated Email Server – Get welcome emails or missed calls to your inbox.
MS 365 Integration – Set your user automatically to busy when in a meeting.
Hot Desking – Login to your user from any desk phone.
Bridging – Connect remote offices and home workers, see their presence information.
Hotel PBX – Maiden and room status and more.

Call Queues – Create queues with agents and never lose a call.
Call Recording – Unlimited call recordings and GDPR-compliant cloud storage.
SLA Alerting – Set Service Levels and get notified when they’re breached.
Switchboard – Monitor queue and agent performance.
Wallboard – Live queue statistics.
Callback – Set auto-callback when a certain wait time is reached.
Barge in / Listen in / Whisper – Train, help and monitor agents calls.
Call Reports – Detailed call center and agent statistics.
CRM Integration – Call Pop Up, Click to dial and more with many CRMs or your own.

No extra charge – Integrated into KCM Cloud PBX.
Client-Free Conferencing – No installation of software needed to participate.
3CX Meet Link – Every user gets their own link for webmeetings.
Polls – Create Polls to collect feedback in an online classroom.
PDF Sharing – Share your presentations in PDF format.
Screen Sharing – Let participants see your screen.
Remote Assistance – Teamviewer-like remote assistance.
Whiteboard – Create sketches collaboratively.
Youtube Integration – Stream your meeting live on Youtube.
Add Participants – Up to 100 participants in unlimited meeting rooms.

Live Chat – Connect website and facebook page visitors directly to your agents.
3CX Talk Link – Agent-specific chat link.
Facebook Messaging – Connect your Facebook page to Live Chat.
SMS – Send and receive chat like sms messages directly from your client.
Chat Reports – Report for compliance purposes.

Data Collection – Get web visitor contact data and turn them into leads.
Conversations – Design conversation flows and define goals.
Multi-site – Create bots for different landing pages.
Multilingual – Bots in any language.
Appointments – Let the bot book appointments with visitors.
Documents – Automatically collect documents.
Presentation – Let the bot present products and services.
Handover – Connect to a human agent when required.
Reporting – Monthly bot performance monitoring and reporting.

Tier 1 and 2 Providers – Best rates at best quality – no grey routes.
Phone Numbers – Phone numbers available for more than 140 countries.
Low costs – Per second billing available, no connection fees.
Individual Offers – We do quotations based on call volume and destinations.
Active Management – We stand by and help if a call does not connect.
Number Validation – We validate if a number is correct and reachable.
High Availability – Infrastructure worldwide for local call termination.

MS Teams Integration – Use MS Teams for receiving and making phone calls.
Omni-channel ChatBot – Connect your chatbots to WhatsApp and Facebook.
Skill-based Routing – Route callers based on the skill set of your agents.
Start / Stop Call Recording Rights – Stop and resume call recording when taking payment info.
Custom IP Phone Logo – Your company logo on your desk phones.

KCM Addons (not included in above package)

Transcriptions – Converts call recordings into text.
Multi-lingual – Supports more than 30 languages.
Intelligence – Highlights keywords & phrases.
Agent control – Replay and listen to selected paragraphs.
Reporting – Advanced performance reporting.
Deep Learning – Understands agents and enhances transcriptions.
Pricing – Installation fee and pay-as-you-go model.

Our Technology Partners

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