Contact Center
Contact Center is an evolution of call center functionalities. Over time, your organizations’ needs for customer engagement have likely increased in scope. Previously, customers only had voice channels for real-time communication with your business, so call centers like yours only needed voice capabilities. As your customers’ options for communications expand to email, live chat, and text, we know you need to respond accordingly by offering those same channels as means of modern customer engagement. Call Center Solution API integrations.
Contact Center
Feature and Functionality
Our contact center is integrated with Salesforce, Connectwise, Sugar CRM, Zoho, and Zendesk.
Contact Center = Customer Engagement Solution
Intelligent Call Routing
- IVR/ACD data-driven
- Skill based
- Team based
- Business unit based
Omni-channel Customer Engagement
- Voice (STT, IVR, ACD, TTS)
- Email (Queue)
- Web (Live Chat, Web CBIQ)
- SMS/MMS
Inbound & Outbound Automation
- Self-service IVR for caller queries
- Outbound IVR for customer outreach and reminders
Database & CRM Integration
- Custom database integration
- CRM integration for real time customer data screen pops
Workforce Management
- Agent scheduling
- Forecasting using call history
- PTO & workflow management
- Remote workforce management
Real-time Monitoring and Reporting
- Robust reporting with over 50 canned reports
- Interactive dashboard reporting
Historical Reporting
- Queue performance
- Agent performance
- Media performance
- IVR & survey details
Call Recording
- Includes scoring ability
- No storage limit
- Searchable via a number of criteria