Maximize Productivity, Enhance Customer Experience and Manage your Call Center with One Robust Solution
Staffing requirements contribute to a large portion of the cost for a contact center. Contact Center Enterprise analyzes your productivity which will help you to “right-size” your call center. Save money with a unique call center pricing structure while still offering the features that are important to your business.
Enhanced IVR
- Graphical IVR design tool
- IVR Data & Call Info reporting
- Multilingual support
- Embedded text-to-speech
Dynamic Notifications
- Voice, SMS, and email capable
- Easily create and run custom campaigns
- Buildable templates library
- Live dashboard campaign reports
Omni-Channel
- Routing of calls, SMS, emails and social media
- Blended inbound and outbound voice queues
- Skills-based and context-based routing
- Seamless integration of multiple locations
Agent Scheduling & QA
- Schedule optimization
- Real-time adherence reporting & alerts
- Call and screen recording; live monitoring
- Integrated agent evaluation grids
Call Recording & Reporting
- Daily/weekly/monthly/yearly Agent performance
- Daily/weekly/monthly/yearly Queue performance
- Detailed serviced, abandoned & missed calls reports
- Classification & tracking report
- Inbound and Outbound Billing reports
- Call tracking
- Talk time intervals
Mobility
- Support remote agents and distributed teams any time, anywhere without compromising productivity
- 100% access to contact center features and functionality
- Remove geographical constraints and hire talent from anywhere
- Communicate and collaborate
Agent Experience
- Agents handle calls within a web based or desktop client.
- Agent can control active calls (transfer, hold etc.)
- Agent can display caller details and set disposition codes by using the “classify” function for each call they handle.
- Agents can see the status of all queues they are logged into
Supervisor Features
- Oversee all Call Queue Activity, Recordings, and Agent Status via portal
- Remove/Add Agents to Specific Queues
- Force Log In/Log Out of Agents
- Monitor Agent Calls Directly with Barge/Coaching or Whisper Ability
- Enhanced Dashboard System to Display the Metrics of the Call Center
Additional Features
- Custom audio messages
- Integrations with your CRM application
- Customer surveys
- Caller ID selection for outbound calling
- Remote agent access
Recommended For :
Enterprise Businesses with High Call Volume that will benefit from:
- Extensive Call Reporting
- Intelligent & Skills Based Routing Strategies
- Advanced Supervisor Management Portal
- Agent Portal and Desktop Application (CCA)