Streamline Service Interactions:
Our Hosted Collaboration Solution provides a secure, feature-rich and easy-to-use Contact Center application. With the Contact Center, a support team can properly route calls and emails according to user-defined rules, and it delivers each contact to the right agent the first time. With flexible inbound and outbound call routing, email queues creation, and local and remote destination call recording, the Contact Center facilitates compliance with established policies.
Automatic Call Distribution (ACD):
collab9’s Hosted UC Service provides functionality to support automated response management for incoming calls.
- Conditional routing
- Expected-wait-time messages
- Enterprise data displays
- Real-time data historical reporting
- Blended preview outbound dialer
- Interactive Voice Response (IVR)
- Computer Telephony Integration (CTI)
Offered with full workforce management and quality management functionality, Hosted UC Service provides a powerful, agent-based service that integrates all your self-service applications. With presence technology integration, agents can quickly respond to callers, identify problems by accessing predefined knowledge-base information online, and improve caller satisfaction levels.
Features and Capabilities
- Agent-based routing
- Inbound and outbound call-handling
- Web interaction management
- Email interaction management
- Ease of administration
- Enhanced security
- High availability