Contact Center Pro Overview
CONTACT CENTER PRO INCLUDES
Optimize the customer experience with enhanced interactions, deeper insights, and more efficient resolutions.
Enhance your interactions, insights, and customer engagement. Contact Center Pro package offers IVR, skills-based call routing, and historical reporting. You also get the option to add full omni-channel capabilities to take the conversation well beyond just voice.
FEATURE HIGHLIGHTS INCLUDE:
- Skills- and rules-based routing
- Scheduled & custom reports
- Queued callbacks & voicemails
FOR CONTACT CENTER CALLERS
- Smart Greetings (announces # of callers in queue, estimated waiting time)
- Automatically connects callers to the next available agent. Places the caller on hold when all agents are busy with calls
- Route calls to i) organized departments such as sales, customer service, or technical support, or ii) Agent based on specific skill set or geography
- Customizable IVRs let you map out call flow to deliver efficient routing and resolutions
- Smart Greetings (announces # of callers in queue,
FOR CONTACT CENTER AGENTS
- Desktop & Web Application – single pane of glass for all communications
- Outbound power dialing feature drives proactive outreach
- Queued Callbacks and Voicemails make for structured, efficient follow-ups
- Custom Agent Status
FOR CONTACT CENTER SUPERVISORS
- Report Scheduling
- Call queue and active call reports
- Historical Reporting
- Agent/Group Activity Reporting
- Enhanced supervisor management abilities: monitor, whisper, and barge
- Supervisor Reporting
- Desktop & Web Application
FOR CONTACT CENTER ADMINISTRATORS
- Real-time calling statistics dashboard for desktop or wallboard display
- Integrations with CRMs
- Call Scripting
- Text-To-Speech
- Post-Call Surveys
- Emergency Queue Bulletins
- Real-Time Customizable Threshold Alerts
- Outbound Dialer with voice & blended channel
- Customizable Interactive Voice Response (IVR) helps direct your customers to the right agent or information using their voice.
- Route calls according to Administrator specifications:
- Elastic Demand Support
DELIVER SUPERIOR OUTCOMES
Power Efficient Interactions
Features like skills-based and rules-based routing help customers get the right answer, from the right person, at the right time. Your customers- and your KPIs - will thank you.
Realize Richer Insights
Real-time reports are terrific for managing in the moment. Sometimes, though, you need to see trends and patterns over time. Contact Center Pro helps you get there, with more reporting tools, report scheduling, and historical reporting.
Intelligently Direct Inquiries
With the Pro package, you can customize the Interactive Voice Response (IVR) system to streamline the flow of inquiries and deliver faster resolutions.
Engage Customers Across Multiple Channels (add-on)
Not all customers pick up the phone. Our email, chat, and SMS channel add-ons let you take the conversation further. Add only the channels you need now and add more later.