Provide Best-in-class Customer Service
Call Center Solutions That Work for a Doctor's Clinic and a Fortune 500 Corporation
Deliver top-notch service to every caller
Centralize calling and service more customers efficiently by enlisting a feature-rich, cloud-based Contact Center Service.
Contact Center Services is designed to improve call management. By utilizing call queues or virtual waiting rooms for different departments, you can ensure callers speak to the right person every time. And, when callers are waiting on hold, they can be entertained by music or pre-recorded announcements defined by your business. Through advanced skill-based routing, calls can be routed to top agents and call queues can be prioritized over one another for maximum efficiency.
By fully integrating with our award-winning unified communications solution, your employees get access to the features they need to deliver efficient and professional service, while your customers experience better
communication and faster response times.
Contact Center Platform Features
ROUTE CALLS WHERE YOU NEED THEM
Customize and prioritize where calls are routed based on staff availability and skill sets
SUPPORT A DISPERSED WORKFORCE
Locate anywhere and allow agents to work efficiently remotely and in any office location
KEEP YOUR CONTACT CENTER OPEN
Ensure calls are answered even when employees are unable to make it into the office
SCALE UP OR DOWN ANYTIME
Scale up or down and customize the solution to meet business demands
ENSURE QUALITY AND COMPLIANCE
Ensure every call is handled correctly by recording and analyzing calls
REAL-TIME CONTACT ANALYTICS
Gain insight into employee performance through real-time reporting.
MANAGE BUSINESS NEEDS WITH EASE
Make changes to features and settings with ease through our intuitive web portal
ALL-INCLUSIVE SERVICE IN THE CLOUD
All the features you need for your remote, mobile and on-site locations in our secure cloud
FLEXIBLE ADMINISTRATIVE ROLES
Customize permissions to allow employees to control specific sections of the contact center
Simplify employee workflows and improve productivity
We make it easy for your employees to sign in and out of their call queue duty
With intuitive agent dashboards, your agents can quickly and easily view their call activity for improved performance and efficiency.
Gives managers complete visibility into the customer experience
Ensure your agents are representing your business in the best light possible.
Listen in, evaluate and score live calls using Coach, Monitor and Barge-in features.
Get a frst-hand feel of the customer experience to enhance your employee’s skills.
Drastically improve your business and customer experience
Ensure consistent and quality service to every single caller.
Distribute calls quickly and service more customers efficiently.
Avoid disasters by efficiently redistributing calls when your office is closed.
Scale up or down with ease to meet your business demands.
Hosted Services
Contact Center Products Game-Changing Benefits
See historical and real-time agent activity on one customizable screen
Properly monitor productivity and call volume by viewing real-time agent statuses.
Instantly see how many calls are in progress and how many calls are waiting.
Analyze critical call data to ensure optimal efficiency, including: the longest wait times, number of calls answered and more.
Ensure staffing and customer needs are met with advanced repoting metrics
Ensure you are properly staffed! View when your customers most frequently call and how many calls you receive hourly, daily, weekly and monthly.
Track how long your customers are waiting on hold.
See how employees spend their time! View employee activity, including: time in ready and away states, number of calls answered, length of calls and more.
Schedule, export and save reports for future use and review.
Record calls for compliance, quality assurance and training
Ensure compliance standards are met by recording inbound calls to your queues.
Encrypt all call recordings with AES 256-bit key encryption for added security.
+ Search recordings and download calls for training and recognition+ Listen to any call, from any device
+ Built-in player—no special downloads required
Safeguard Your Mission-critical Communications
Database security
No information or data is stored on vulnerable local servers. Our databases are stored on secure servers in our cloud infrastructure— all protected by industry-standard frewalls, access control lists, authentication and authorization
Communication security
Calls, recordings, messages and meetings using the Internet are encrypted from the handset into our secure network.
Protect private health information
Our UC solution is hosted in carrier-grade data centers with strong security controls, ensuring your calls
and messages are encrypted and data is protected.
Call Center Plans
The Equeues plan gives offices contact center functionality like interactive voice recordings and queues. The Contact Center Plan provides all the advanced functionality you would need to run a 20,000 seat contact center.
eQueues
$45 / user / month
CHOOSE ANNUAL AND SAVE 24%
vs. $59 billed monthly
For small organizations with more basic needs, that want call center features, but not run a call center.
month to month contract
Contact Center
$85 / user / month
CHOOSE ANNUAL AND SAVE 29%
vs. $119 billed monthly
For large organizations with multiple locations, looking to track agent performance.
month to month contract
email support only
Compare Features
* Recording outside of queues is available with our Extension Call Recording service. Inbound and outbound calls can be recorded on-demand or by default. This service also includes a storage library and evaluation feature.
* Unlike other providers, and regardless of which package is needed, we never require costly administrator seats. All seats are provided at the same cost