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Contact Center: Feature & Functionality

Contact Center = Customer Engagement Solution

Intelligent Call Routing

  • IVR/ACD data-driven
  • Skill-based
  • Team-based
  • Business unit-based

Omni-channel Customer Engagement

  • Voice (STT, IVR, ACD, TTS)
  • Email (Queue)
  • Web (Live Chat, Web CBIQ)
  • SMS/MMS

Inbound & Outbound Automation

  • Self-service IVR for caller queries
  • Outbound IVR for customer outreach & reminders

Call Recording

  • Includes scoring ability
  • No storage limit
  • Searchable via a number of criteria

Workforce Management

  • Agent scheduling
  • Forecasting using call history
  • PTO & workflow management
  • Remote workforce management

Database & CRM Integration

  • Custom database integration
  • CRM integration for real-time customer data screen pops

Real-time Monitoring and Reporting

  • Robust reporting with over 50 canned reports
  • Interactive dashboard reporting

Historical Reporting

  • Queue performance
  • Agent performance
  • Media performance
  • IVR & survey details