Contact Center

Improve customer satisfaction and increase employee productivity with enhanced contact center tools

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Contact Center is a powerful tool that you can add to your unified communications (UC) solution to ensure you've always got the right resources available to both customers and employees, no matter the communication channel they're using — voice, email, web, chat or social.

Contact Center’s enhanced call routing and workforce management tools can help increase employee productivity. And with the advanced reporting and forecasting tools, you’ll be able to properly staff your contact center and enhance your customer experience.

It has everything you need to deliver superior customer and employee experience. (Get up to speed on why that matters with Your Guide to Contact Centres.)

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Key Benefits

Optimized Team Communication & Sharing
Provide your supervisors access to real-time information on agents and queues that can help them make instant decisions on directing calls to the proper place. Record calls for coaching opportunities to improve performance.
Personalized Experience
Tailor the customer experience through interactive support options, including voice, chat/IM, email or social
Instant Access to Resources
Increase first call resolution by providing the tools for agents to quickly confer with subject matter experts.
Resource Matching
Sophisticated workforce management, agent forecasting and scheduling tools that allow managers to accurately match resources to expected contact volumes as well as measure, manage and drive contact center performance.
Advanced Web Chat
Personally connect with customers who are browsing your website by embedding enhanced live chat, voice, video and co-browsing into your website.
Seamlessly support your customers from anywhere
Provide your contact center agents with their normal office tools while working from anywhere by downloading the contact center client to work or home PCs.

This looks interesting and I’d like to learn more.

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Why Choose Allstream?

Support organizations across North America trust Allstream to provide the connectivity and collaboration products they need to increase customer engagement and drive performance. Contact Center has been designed specifically for the modern support team and integrates easily with any of our UC solutions, ensuring you’ve got the right balance of performance, quality and reliability for your business.

Key Features

Supervisory Dashboards and Reporting

Supervisory Dashboards and Reporting

Provide support team supervisors with a customized dashboard that displays stats in real-time and lets them run both standard (425+ reports) and custom reports.

Teleworker-Work at Home Agent

Teleworker/Work at Home Agent

Offer flexibility to agents with a seamless connection for remote support agents.

Call recording

Call Recording

Uncover customer experience insights for both managers and agents with call recording features that let you capture, replay, organize, archive and share calls.

Workforce Management

Workforce Management

Manage and optimize resources across multiple support channels, including voice, email, web, chat, fax and social.

Real-Time Agent Response

Real-Time Agent Response

Desktop productivity tools enable your agents to efficiently handle calls from their computer desktop with fewer steps, resulting in reduced call processing errors and happier customers.

Skills-Based Routing and Interactive Voice Response

Skills-Based Routing and IVR

Automated agent tools include time of day/day of week announcements, updated position in queue messaging, call back, Automatic Number Identification (ANI) routing and Number Identification Service (DNIS) routing.

Support Multiple Languages

Support Multiple Languages

Use Contact Center to support your diverse customers, with availability in 13 different languages.

More Features Available

More Features Available

Power up your technology. Our experts can ensure your solution uniquely fits your business needs.

Success Story | AZ-Tech Radiology

This cutting edge medical company added a Contact Center solution with Voice Recording and Auto Attendant for each of its clinics — with virtually zero downtime.

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We make it easy.

Getting started with Contact Center is simple. We’ll ask you a few introductory questions, then get right to the options and pricing we think would work best for you.
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