Contact Center

Deliver Exceptional Customer Service and Lower Costs
Provide your Customer with the Method of Interaction They Prefer
Make Every Customer Engagement Count

 

Enhance customer interaction

Customer retention and loyalty are vital to your company’s success and exceptional customer service is a key factor. Allstream’s MiCloud Contact Center solution can help you deliver on customer experience and engagement goals with enhanced call routing, workforce management, along with advanced reporting and forecasting tools.

With Allstream’s MiCloud Contact Center, you can improve customer engagement and interaction across multiple communication channels – voice, email web chat, fax and social. Besides improving customer satisfaction, our Contact Center solution can increase employee productivity and offer you savings.

Make every customer engagement count

Optimized Customer Service

Allstream’s MiCloud Contact Center solution allows you to easily share resources across locations and offer cohesive communications regardless of where resources are located.

Personalized Experience

Provide your customers with interactive options and media access that allow them to personalize their experience and choose how they want to communicate with you – whether voice, chat, email or social.

Responsive Engagement

Answer customer questions quickly with contact center features that allow your agents to instantly access expert resources.

Supervisory Dashboards and Reporting

Real-time dashboard and 425+ historical reports and customized reporting

Scalable Service Options

Our flexible contact center solution offers options that scale with your needs, from a service for couple of agents in different offices to a large helpdesk.

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.

Teleworker / Work at Home Agent

Provide seamless connection to anywhere for remote agents.

Call Recording

Unlock the full potential of your customer experience with valuable insights into every interaction and quickly capture, archive, organize, playback and share voice documentation for valuable insight into customer interactions. Learn More

Workforce Management

Manage all types of customer interactions across multi-channels including voice, email, web chat, fax and social media. Plus, quickly and easily build and manage call flows with our intuitive drag-and-drop graphical user interface.

Real-Time Agent Engagement

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

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.