Improve customer satisfaction and increase employee productivity with enhanced contact center tools
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.)
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.
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
Offer flexibility to agents with a seamless connection for remote support agents.
Uncover customer experience insights for both managers and agents with call recording features that let you capture, replay, organize, archive and share calls.
Manage and optimize resources across multiple support channels, including voice, email, web, chat, fax and social.
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 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
Use Contact Center to support your diverse customers, with availability in 13 different languages.
More Features Available
Power up your technology. Our experts can ensure your solution uniquely fits your business needs.