Contact Center Omni-channel

Move your Contact Center to the cloud and experience a highly reliable, secure, and full-featured solution that can be up and running in days, not months. 
With Contact Center, more responsive, informed, and positive customer experiences are in your future.

Customizable call flows and exceptional QA features help ensure more efficient interactions

Voice, chat, and email queues combine into a single omni-channel experience

Real-time customer insights speed agent-customer interactions

Dynamic notifications
extend reach while respecting audience preferences

Deep historical reporting helps drive improved future interactions

Contact Center improves customer interactions for businesses of all sizes and helps you differentiate from the competition where it matters most – the customer experience.
Contact Center enables you to:

  • Support multi-site contact centers and remote agents
  • Centralize management from one portal, accessible anywhere, any time
  • Keep an eye on service levels, and analyze team performance by queue, team, or agent with real-time dashboards and historical reports
  • Easily manage customizable agent skillsets and statuses
  • Centralize the handling of calls, web chat, email, and SMS in a single application with our omni-channel capabilities
  • Enhance audience engagement with outbound dialing and advanced outreach campaign capabilities
  • Send out post-call surveys to measure satisfaction
  • Quickly and easily integrate with CRM and WFM systems
    And much more…

Contact Center Benefits

Total customizability in call flow ensures callers reach the right agents at the right time, while exceptional QA features deliver greater results.

Skillsets
Skills-based routing means the agent most suitable to take the inquiry is reached.

Callbacks
After a period of time, queued callers can request a callback and the next available agent will get their request. The system will wait to ensure the agent is ready before dialing – meaning better-prepared agents and interactions.

Preferred Agent Routing
You can assign a certain agent to act as “point” on complex cases; with Preferred Agent Routing, calls and chats will be routed to an agent of your choosing.

Dashboards and Live Monitoring
Our Dashboards help you monitor the platform in real-time, including wait times, service levels, and much more. Live Monitoring lets you tune into specific interactions – and even take control as needed.

Contact Center rolls up voice, chat, and e-mail queues into a single, streamlined omni-channel experience.

Queues & Contact Center Agent
With Contact Center, you can forget the idea of a “queue” being only for voice calls. Powered by our Contact Center Agent (CCA) software, voice, chat, and e-mail interactions are all seamlessly integrated.

Build auto-attendants that perform any number of tasks, from common to complex. Extend the capabilities even further with custom API integration!

Auto-Attendant Studio
You can easily create custom auto-attendants and deploy advanced functions like variables, conditional logic, and much more. Contact Center puts amazing power at your fingertips via an intuitive drag-and-drop visual interface. Plus, custom API integration delivers even greater functionality.

Real-time insights get agents into context quickly, helping to deliver more informed responses that shorten times to resolution. Plus, deep historical reporting helps improve future interactions.

Customer Journey
The Customer Journey feature shows agents, right in their CCA view, the recent touchpoints for a given caller so they’re up to date on where the story stands, and how they can more immediately and effectively address the situation.

Custom Reports
You can choose from hundreds of pre-built reports on call distribution, service level adherence, unanswered calls, post-call surveys, and so much more. Our Product specialists can also develop custom reports to best meet your unique needs.

Contact Center can be a profound force for customer outreach – empowering agents with tools such as dynamic notifications.

Dynamic Notifications
Turn your contact center into an outreach powerhouse. From simple appointment reminders to multi-channel marketing campaigns, Dynamic Notifications dramatically extends a company’s reach while still respecting customer preferences.

Contact Center Data Sheet

Move your Contact Center to the cloud and experience a highly reliable, secure, and full-featured solution that can be up and running in days, not months.

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