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Hosted Call Center

Empower your agents to elevate the customer experience

Features resources

PRODUCT BRIEF

Hosted Call Center

PRODUCT BRIEF

Unified Communications

Product Brief

Unified Communications Omnichannel

Combining the best of traditional call center capabilities with the latest unified communications tools

Whether for a small, informal call-handling group or a large, structured contact center, Hosted Call Center supports sales inquiries, billing, help desk and more. Agents have access to Unified Communications with Webex, so they can easily collaborate and connect with their teams in order to enhance customer support.

Flexibility to support remote workers

With tools that support on-premises and remote call center agents, you can easily accommodate for location changes and hybrid work environments. This gives your organization limitless work opportunities.

Improve customer experiences

By seamlessly integrating customer service tools with unified communications capabilities, agents can work more efficiently and provide better customer support.

Enhance agent productivity

With analytics embedded in the Hosted Call Center dashboard, your organization can better understand the various types of customer interactions and frequency in order to make better business decisions.

NEW & NOTEWORTHY

Anticipating customer needs with Unified Communications CRM integration

Explore tiers for this service

Agent

This is the standard call center tier for agents, which includes a full array of agent tools that are accessed through a unified agent interface. You also have access to Unified Communications capabilities within the UC Connect tier, such as 40+ premium calling features, virtual workspaces with the ability to host up to 25 participant meetings, and more.

Agent Plus

This is the premium call center tier for agents, which includes everything in the Agent tier plus more advanced routing capabilities, functionality and reporting. You also have access to Unified Communications capabilities within the UC Connect Plus tier, such as expanded virtual workspace meeting and storage capacities, the addition of 100 participant Personal Meeting rooms, and more.

Supervisor

This tier provides supervisors with all the advanced call control and mobility features of Agent Plus, along with tools for controlling and adjusting agent status, monitoring agents and call queues, joining an agent on a call and pulling real-time and historical reporting on demand. You also have access to Unified Communications capabilities within the UC Connect Plus tier, such as expanded virtual workspace meeting and storage capacities, the addition of 100 participant Personal Meeting rooms, and more.

Integrate additional features for a seamless Hosted Call Center experience

Omnichannel

While the phone remains popular, customers also want to connect to your agents using chat, Web callbacks, email and Twitter. By adding Unified Communications Omnichannel to the Hosted Call Center service, your customers can easily connect using the channel they prefer, while also providing you with tools to better manage the experience.

Learn about Omnichannel

CRM integration

It’s easy to close the circle between contact management and the Hosted Call Center experience. By adding Unified Communications CRM integration to the Hosted Call Center service, you can connect your CRM system to unified communications tools for a more personalized customer experience.

Learn about CRM integration

Built for your needs

Agent tools

Empower agents with essential call center management tools, including Automatic Call Distribution (ACD) control, real-time queue statistics and call back list of abandoned callers.

Supervisor tools

Supervisors can manage the call center agents, manipulate queue configurations and monitor usage online from anywhere. Additionally, they can understand workloads and pinpoint areas for improvement with a suite of supervisor tools, including reporting, analytics and dashboards.

Call center design

Work with a design engineer to configure your system with options such as single or multiple phone numbers or queues with call flow routing options. You can create custom call flows to align with business and reporting requirements, so the right call gets to the right agent quickly and efficiently to minimize queue times.

Voice solution included

This service includes a fully managed voice solution with customizable services such as phone numbers, porting, call flow designs, unlimited domestic long distance and international calling to 50+ destinations

Network and IP desk phones

Included with this service is a dedicated voice network, call paths, routers and switches. In addition, we offer a selection of tested and validated desk and conference phones, including Poly VoIP devices and Cisco VoIP devices. We install, maintain and support your service all the way to the desktop IP device.

Access to Unified Communications app

Agents and supervisors have access to the all-in-one Unified Communications service app to improve collaboration with their teams.

Hybrid environments

On-location employees can access the Unified Communications app through a dedicated private network, ensuring high voice quality. Remote workers can access the app on their mobile devices, and enjoy the same collaborative experience with call control, call flows and business phone number.

End-to-end support

We design, implement and manage your service, including software updates, maintenance and training for all user levels. Plus, we offer additional training after service activation, including self-based learning modules. Everything is on one monthly bill with no hidden charges.

Enterprise-class security

We have high standards for security and privacy protection, which is why we have a SOC 2 Type II certification. Delivered over our private, dedicated fiber network, your voice calls never touch the public internet. In addition, you’ll have end-to-end encryption for messaging, meetings and stored files.

Business continuity

We offer a variety of deployment options to address work environments with high availability needs, and additional business continuity services, including wireless backup.

Additional services to consider

We’re here to meet your evolving needs. As a single-source provider, we bring services together to create an experience that’s reliable, scalable and efficient. You might also consider:

Managed Network Edge

Fiber Internet Access

Enterprise Trunking

Unified Communications

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