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Contact Center

Contact Center as a Service Software

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…

Get started with Contact Center today!

Contact Us to Learn How


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 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.

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

Three Ways to Get Contact Center

We make it easy to address your contact center needs, no matter the size of your business or your requirements.

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 Elevate OR Standalone
Admin Portal Check mark Check mark Check mark
Supervisor App Check mark Check mark Check mark
Real-Time Agent Status Check mark Check mark Check mark
Inbound Voice Channel Queues Check mark Check mark Check mark
Automatic Call Distribution (ACD) Check mark Check mark Check mark
Position in Queue & Estimated Wait Time Messages Check mark Check mark Check mark
Supervisor functions (Monitor, Whisper, Barge-in) Check mark Check mark Check mark
Real-Time, Historical & Graphical Reports Check mark Check mark Check mark
Real-Time Dashboards Check mark Check mark Check mark
Call Recording Check mark Check mark Check mark
Pre-Built Integrations (Dynamics, Salesforce, Zendesk, Slack)1 Check mark Check mark Check mark
Agent Desktop & Web Application Check mark Check mark Check mark
Scheduled & Custom Reports Check mark Check mark Check mark
Customizable IVR Check mark Check mark Check mark
Skill-Based Routing Check mark Check mark Check mark
Geo-Routing Check mark Check mark Check mark
Advanced Rules-based Routing (Last agent, Preferred agent etc.) Check mark Check mark Check mark
Custom Agent Status Check mark Check mark Check mark
Real-Time Customizable Threshold Alerts Check mark Check mark Check mark
Queued Callback & Queued Voicemail Check mark Check mark Check mark
Emergency Queue Bulletins Check mark Check mark Check mark
Post-Call Surveys Check mark Check mark Check mark
Text-to-Speech Check mark Check mark Check mark
Call Scripting Check mark Check mark Check mark
Outbound Voice & Blended Channel Queues Check mark Check mark Check mark
Outbound Dialer (Scheduled Power Dialing) Check mark Check mark Check mark
Elastic Demand Support2 Check mark Check mark Check mark
Chat Channel Queues Check mark Add-on (+$) Check mark
Email Channel Queues Check mark Add-on (+$) Check mark
SMS Channel Queues Check mark Add-on (+$) Check mark
Dynamic Notification (Voice, E-mail & SMS)3 Check mark Add-on (+$) Check mark
Schedule Manager Check mark Add-on (+$) Check mark
Evaluator (QA Templates & Scoring) Check mark Add-on (+$) Check mark
Screen Recording Check mark Add-on (+$) Check mark
Custom CRM Integration Check mark Prof. Services (+$) Prof. Services (+$)
Custom WFM Integration Check mark Check mark Prof. Services (+$)
Custom IVR Integrations & Self-service applications (DB Data Dips, Intelligent Routing, Payment IVRs etc.) Check mark Check mark Prof. Services (+$)
Speech Recognition Integration Check mark Check mark Check mark
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