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Contact Center: Feature & Functionality

Contact Center: Customer Engagement Solutions

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 & reminders

Call Recording

  • Includes scoring ability

  • No storage limit

  • Searchable via a number of criteria

Workforce Management 

  • Agent scheduling 

  • Forecasting using call history 

  • PTO & workflow management 

  • Remote workforce management

Database & CRM Intergration

  • Custom database integration

  • CRM integration for real-time customer data screen pops

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

Multi-Media Agent Screens

What You Get:

  • Single-agent interface for all types of customer contact

  • Voice/ Phone (PBX)

  • Live Web Chat & Call Back

  • Email

  • SMS 

  • Social Media

  • Interface Configurability

Benefits:

  • Easy for agents to learn

  • Agents can easily manage multiple forms of contact

  • Increased customer engagement through flexible contact  channels

  • Customizable to your business needs

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Email & SMS Queue

Features:

  • Supports unlimited queues

  • Skill set routing based on address

  • Integrated with ACD queue

  • Historical archive in database

  • Aging and escalation tracking

  • Auto Responder available

Benefits:

  • Increase agent efficiency

  • Decrease long distance costs

  • Easy reporting & tracking 

  • Real-time view of aged messages

  • Messages not lost or forgotten

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What is a Contact Center?

A 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.

  • Agent Client

  • Supervisor Client

  • Reporting

  • Call Recording 

  • Auto Attendant

  • Global Settings

  • Per Call Center/ ACD Settings

  • Omni-Channel Support 

  • Call Flow Builder

  • Dialer

Contact Center (CC) Versions:

  • Standard (Voice Only)

  • Complete (Omni-Channel)

What a Contact Center Offers

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Web & SMS Chat

Features:

  • Supports unlimited agents

  • Supports unlimited web sites/pages

  • Integrated with PBX queue

  • Displays estimated wait time

  • Historical archive in database

  • PCI compliant for redaction of data

Benefits:

  • Real-time customer interaction

  • Improved web site experience

  • Increase agent efficiency

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Contact Center System Diagram

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Call Back Queue

Features:

  • Integrated with PBX queue

  • Wait time/place in queue

  • Supports unlimited queues

  • Skill set routing based on queue

Benefits:

  • Customers don't have to wait

  • Decreased abandon rates

  • Decreased long distance costs

  • Increase agent efficiency

  • Improved customer experience
     

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Power & Predictive Dialing

Features:

  • Automated messaging

  • Unlimited contacts

  • Unlimited campaigns (events)

  • Unlimited groups (contacts)

  • Do Not Call complaint

  • Sophisticated scheduling

  • Set & forget

  • Dialing windows (time zones)

  • Agent controlled

  • Software only (virtualized)

Benefits:

  • Saves time for outbound calls

  • Notification of new products

  • Increased customer contact

  • Increase sales (via announcements)

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Discover how our communication solutions can increase your productivity and reduce your business costs. 

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