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Elevate UC – Contact Center
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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 our Elevate UC + Contact Center integration be more responsive, informed, and positive customer experiences are in your future.
[/et_pb_text][/et_pb_column][/et_pb_row][/et_pb_section][et_pb_section fb_built=”1″ module_id=”it” module_class=”it” _builder_version=”4.27.4″ _module_preset=”default” use_background_color_gradient=”on” background_color_gradient_type=”circular” background_color_gradient_stops=”#004183 0%|#001f4c 100%” animation_style=”fade” global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.27.4″ _module_preset=”default” background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”about us title” _builder_version=”4.27.4″ _module_preset=”0342ae10-1824-4ed3-b95b-2a436885fb5a” text_font=”|800|||||||” text_text_color=”#FFFFFF” text_font_size=”3.2rem” text_line_height=”1.2em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” text_orientation=”center” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]Contact Center improves customer interactions for businesses of all sizes and helps you differentiate from the competition where it matters most – the customer experience. [/et_pb_text][/et_pb_column][/et_pb_row][et_pb_row column_structure=”3_5,2_5″ admin_label=”row” _builder_version=”4.27.4″ _module_preset=”default” background_size=”initial” background_position=”top_left” background_repeat=”repeat” scroll_vertical_motion_enable=”on” scroll_vertical_motion=”0|50|50|50|4|0|-4″ scroll_fade_enable=”on” motion_trigger_start=”top” global_colors_info=”{}”][et_pb_column type=”3_5″ _builder_version=”4.16″ _module_preset=”default” custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”about us text” _builder_version=”4.27.4″ _module_preset=”0342ae10-1824-4ed3-b95b-2a436885fb5a” text_font=”||||||||” text_text_color=”#FFFFFF” text_font_size=”1.2rem” text_line_height=”1.6em” background_size=”initial” background_position=”top_left” background_repeat=”repeat” custom_css_free_form=”ul {|| line-height: 1.5em !important;||}” use_border_color=”off” border_color=”#ffffff” border_style=”solid” global_colors_info=”{}”]
- 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…
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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.
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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.
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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.
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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.
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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.
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.
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