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