Contact Centers

Contact Centers Demand Full Features

You might have a small contact center to handle inside sales, outbound sales calls and technical support. So, you need the enterprise class features to effectively manage the operation. The right UC system gives you the ability to manage call queues, call agents and more. Most importantly, delivering excellent customer service is your goal. For organizations who need Contact Center functionality, you often need the following features:

Visibility into call queues - see who is handling calls and who is available to take calls. Increase the productivity of your agents with the best phone system for the task. Because they are handling more than phone calls, you'll want one system that lets you manage calls, chat, email and more.

Call reporting - with on demand or scheduled reports, you can get graphs and statistics on call volume, average wait times, call performance, etc. This allows you to know how to route calls during off-hours or how to appropriately staff your business to handle the call volume. With access to the data, you'll be able to monitor the trends that are affecting your business, so you can make corrections and manage your business more effectively.

Call recording - a beneficial feature of Unified Communications systems, this allows you to monitor, whisper and even barge into calls as you train new agents or monitor how your calls are being handled.

Integrated chat - this is a useful feature for contact center managers who need to provide inline communications within the UC system.

Drag and drop voicemail - you don't want your best agents to miss a call, but when they can't break free, it's efficient for your other representatives to be able to drop calls directly into their voicemail with a click of a mouse.

Monitor, whisper and barge features let you easily train new employees, monitor calls for improved customer experiences and more. You can even barge in on a call to help the caller and your agent.

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