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Contact Center

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

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

Voice, chat, and email queues

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

Real-time customer insights

Real-time customer insights speed agent-customer interactions

Dynamic notifications

Dynamic notifications extend reach while respecting audience preferences

Deep historical reporting

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:

contact-center-infographic
  • 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

Inspiring Interactions

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.

Customer-Centric Channels

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.

Increased Interactivity

Build auto-attendants that perform any number of tasks, from common tocomplex. Extend the capabilities evenfurther 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.

In-Depth Insights

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.

Outstanding Outreach

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 appointmentreminders to multi-channel marketing campaigns, Dynamic Notifications dramatically extends a company’s reach while still respecting customer preferences.


Contact Center Options

Factors

Contact Center Express

Contact Center Pro

Contact Center Elite

CC License Type Named Agents Concurrent Seats* Concurrent Seats*
UC Bundling Sold with Elevate ONLY Sold with Elevate OR Standalone Sold with ElevateOR Standalone
Admin Portal
Supervisor App
Real-Time Agent Status
Inbound Voice Channel Queues
Automatic Call Distribution (ACD)
Position in Queue & Estimated Wait Time Messages
Supervisor functions (Monitor, Whisper,Barge-in)
Real-Time, Historical & Graphical Reports
Real-Time Dashboards
Call Recording
Pre-Built Integrations (Dynamics,Salesforce, Zendesk, Slack)
Agent Desktop & Web Application
Scheduled & Custom Reports
Customizable IVR
Skill-Based Routing
Geo-Routing
Advanced Rules-based Routing (Last agent, Preferred agent etc.)
Custom Agent Status
Real-Time Customizable Threshold Alerts
Queued Callback & Queued Voicemail
Emergency Queue Bulletins
Post-Call Surveys
Text-to-Speech
Call Scripting
Outbound Voice & Blended Channel Queues
Outbound Dialer (Scheduled Power Dialing)
Elastic Demand Support
Chat Channel Queues Add-on(+$10)
Email Channel Queues Add-on(+$10)
SMS Channel Queues Add-on(+$10)
Dynamic Notification (Voice, E-mail & SMS) Add-on(+$10)
Schedule Manager Add-on(+$10)
Evaluator (QA Templates & Scoring) Add-on(+$10)
Screen Recording Add-on(+$10)
Custom CRM Integration Prof. Services (+$250) Prof. Services (+$250)
Custom WFM Integration Prof. Services (+$250)
Custom IVR Integrations & Self-service applications (DB Data Dips, Intelligent Routing, Payment IVRs etc.) Prof. Services (+$250)
Speech Recognition Integration

Contact Center Concurrent Seat Usage

Inbound Domestic (Contact Center Usage) N/A (As per Elevate bucket) 6,000 mins/month per concurrent seat 6,000 mins/month per concurrent seat
Outbound Domestic (Contact Center Usage) N/A (As per Elevate bucket) 6,000 mins/month per concurrent seat 6,000 mins/month per concurrent seat
Toll-free Inbound/Outbound As per toll-free bucket/per minute As per toll-free bucket/per minute As per toll-free bucket/per minute
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