Maximize Productivity, Enhance Customer Experience and Manage your Call Center with One Robust Solution

Staffing requirements contribute to a large portion of the cost for a contact center. Contact Center Enterprise analyzes your productivity which will help you to “right-size” your call center. Save money with a unique call center pricing structure while still offering the features that are important to your business.

Untitled-1
Enhanced IVR
  • Graphical IVR design tool
  • IVR Data & Call Info reporting
  • Multilingual support
  • Embedded text-to-speech
Dynamic Notifications
  • Voice, SMS, and email capable
  • Easily create and run custom campaigns
  • Buildable templates library
  • Live dashboard campaign reports
Omni-Channel
  • Routing of calls, SMS, emails and social media
  • Blended inbound and outbound voice queues
  • Skills-based and context-based routing
  • Seamless integration of multiple locations
Agent Scheduling & QA
  • Schedule optimization
  • Real-time adherence reporting & alerts
  • Call and screen recording; live monitoring
  • Integrated agent evaluation grids
Call Recording & Reporting
  • Daily/weekly/monthly/yearly Agent performance
  • Daily/weekly/monthly/yearly Queue performance
  • Detailed serviced, abandoned & missed calls reports
  • Classification & tracking report
  • Inbound and Outbound Billing reports
  • Call tracking
  • Talk time intervals
Mobility
  • Support remote agents and distributed teams any time, anywhere without compromising productivity
  • 100% access to contact center features and functionality
  • Remove geographical constraints and hire talent from anywhere
  • Communicate and collaborate
Agent Experience
  • Agents handle calls within a web based or desktop client.
  • Agent can control active calls (transfer, hold etc.)
  • Agent can display caller details and set disposition codes by using the “classify” function for each call they handle.
  • Agents can see the status of all queues they are logged into
Supervisor Features
  • Oversee all Call Queue Activity, Recordings, and Agent Status via portal
  • Remove/Add Agents to Specific Queues
  • Force Log In/Log Out of Agents
  • Monitor Agent Calls Directly with Barge/Coaching or Whisper Ability
  • Enhanced Dashboard System to Display the Metrics of the Call Center
Additional Features
  • Custom audio messages
  • Integrations with your CRM application
  • Customer surveys
  • Caller ID selection for outbound calling
  • Remote agent access

Get a Quote and Speak with One of our Cloud Communication Experts