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!