HOSTED CONTACT CENTER
Completely Integrated
The OneStream Networks Call Center application delivers a comprehensive solution with the sophisticated features and functionality that are required for a broad range of call centers, along with the additional benefit of being completely integrated with other OneStream Networks Unified Communications (UC)-enabled services.
A hosted call center’s value and efficiency dramatically expand when offered with other OneStream Networks applications such as Voice, Video, Unified Messaging,Conferencing and Mobility. An entire ecosystem of BroadSoft partners also offers advanced application integration.
Benefits
DRAMATIC COST SAVINGS
With minimal upfront capital costs and the ability to pay for service “on-demand,” enterprises’ can see dramatic cost savings.
CARRIER CLASS RELIABILITY AND SCALABILITY
Hosted solutions offer exceptional performance and scale and allows for productivity to go uninterrupted.
ADVANCED FEATURE SET
A comprehensive set of features that supports environments that can range from formal advanced call centers, to small phone-based call centers, to small workgroups that may only need basic front office services, such as call distribution and simple queuing.
Key Features
Automatic Call Distribution (ACD)
Using sophisticated routing policies, route callers to the right queue, with the right priority, and route them to the next available agent with the correct skills
IVR/Auto Attendant
Guide callers through with self-service applications, using voice or video prompts, to identify the best employee or agent
Queuing
Checks that incoming callers do not receive a busy signal or no answer, and that any employee – even when mobile – can pick up the call
UC Integration
Enable agents to manage any situation quickly with peers and supervisors, with integrated chat, presence, email and conferencing; as well as integration with CRM and other business applications
Agent Virtualization
Virtual pools (ACD groups) of agents can be created that span the globe, ensuring follow-the-sun support with a workforce that can log in from anywhere
Monitoring and Reporting
Ensure a quality experience by monitoring agents, utilizing whisper messages, barge in and emergency escalation when needed, and gain insight into performance with both historical and real-time reporting
Agent and Supervisor Clients
Web agent and supervisor clients provide a next generation look and feel for call center management, providing a comprehensive yet easy to use interface that helps end users efficiently manage their fast-paced workflow, from anywhere with an Internet connection
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