in the cloud
Contact Center for 5-Star Customer Experiences
What is Contact Center?
Contact Center is the next evolution in our Utility VoIP offerings. Contact Center is an integrated, cloud-based CCaaS solution built for today’s advanced contact centers. It offers omni-channel, multimedia functionality that allows a call center to manage any type of contact, inbound or outbound. It is purpose-built to provide the functionality that allows modern organizations to manage diverse contact mediums effectively and intelligently deploy internal resources in support of growing needs from their customers.
Over time, your organization’s 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. This demand spurred the evolution of our Contact Center customer engagement solution.
Utilizing omni-channel strategy Contact Center sets up agents with a desktop that can fully integrate with voice, email, web, SMS, and CRM solutions, providing call control or pop up screens based on Caller ID, Interactive Voice Response (IVR) information, or customer data from a CRM.
Bringing everything into one interface prevents lost time switching between applications and reduces errors. Agents have all the tools they need in the system to effectively manage communications across multiple media. Creating a 5-star customer experience no matter how they choose to interact with your brand. Both Contact Center & IVR solutions work with any PBX you’re using, Utility VoIP or a 3rd party, so it’s easy to fit them into your business, and get them up and running quickly!
Contact Center aggregates the tools end-users need to meet their goals and satisfy the needs of their customers:
- (IVR) Interactive Voice Response
- Omni Channel Call Queue for VOICE, SMS, WEB CHAT, EMAIL and SOCIAL
- Outbound Campaigns (Outbound Call Control)
- Workforce Management tool
- Interaction Logging
- Robust Analytics & Quality Management
- Call Back In Queue (CBIQ)
- CRM / dBase / ERP Integration
- Complete Design, Implementation, and Support
NEW – Workforce Management Tool
We’ve added a powerful new management tool to our Utility VoIP Contact Center. Workforce Management is an integrated scheduling, forecasting and adherence tool for supervisors. Managers can now easily access team performance and efficiency data from a single, centralized location. They can identify and intelligently plan for staffing needs, maximize team output, increase organizational accountability, and streamline customer-facing processes across the entire organization.
Inbound Omni-Channel Communication
In a contact center environment, agents need the ability to manage their incoming and outgoing communications while providing customers multiple methods of getting in touch. Our Contact Center solution achieves this by offering omni-channel communication from a single interface, covering SMS, email, voice, and live chat. With communications management features such as Callback in Queue and Email ACD, agents have all the tools they need in the system to effectively manage communications across multiple media.
IVR (Interactive Voice Response)
With IVR, phone calls can be balanced for both inbound and outbound traffic based on caller inputs. Customers will get the information they need and reach the right agents in less time. By utilizing cloud-based solutions and the Contact Center, this sophisticated, cutting-edge technology does not require additional phone hardware or infrastructure. IVR can also be used as a stand alone solution, integrating with any hosted PBX with or with out a contact/call center solution.
Outbound Call Campaigns (Preview/Predictive/Power Dialer)
Contact Center has a sophisticated dialing software that can be deployed in many different environments with the following functionalities.
- Preview: Automated dialing based on preset lists with detailed information from a CRM system
- Power: Automated dialing combined with the ability to distinguish between voice and answering machines
- Predictive: Automated dialer that makes calls for an agent-based on call volume and positive voice detection
Quality Management and Improvement (Call, Email, SMS, and Live Chat, Recording)
In a contact center environment, recording communications, performing call tagging, and reporting are key abilities for optimal daily operation. Easy search and selection of call records in the recording system greatly reduce the administrative lift required to audit pre-recorded communications.