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:
Total customizability in call flow ensures callers reach the right agents at the right time, while exceptional QA features deliver greater results.
Skills-based routing means the agent most suitable to take the inquiry is reached.
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.
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.
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.
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!
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.
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.
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.
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.
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|
|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|
|Pre-Built Integrations (Dynamics, Salesforce, Zendesk, Slack)1|
|Agent Desktop & Web Application|
|Scheduled & Custom Reports|
|Advanced Rules-based Routing (Last agent, Preferred agent etc.)|
|Custom Agent Status|
|Real-Time Customizable Threshold Alerts|
|Queued Callback & Queued Voicemail|
|Emergency Queue Bulletins|
|Outbound Voice & Blended Channel Queues|
|Outbound Dialer (Scheduled Power Dialing)|
|Elastic Demand Support2|
|Chat Channel Queues||Add-on (+$)|
|Email Channel Queues||Add-on (+$)|
|SMS Channel Queues||Add-on (+$)|
|Dynamic Notification (Voice, E-mail & SMS)3||Add-on (+$)|
|Schedule Manager||Add-on (+$)|
|Evaluator (QA Templates & Scoring)||Add-on (+$)|
|Screen Recording||Add-on (+$)|
|Custom CRM Integration||Prof. Services (+$)||Prof. Services (+$)|
|Custom WFM Integration||Prof. Services (+$)|
|Custom IVR Integrations & Self-service applications (DB Data Dips, Intelligent Routing, Payment IVRs etc.)||Prof. Services (+$)|
|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|