Contact Centre Powered by Intermedia
The only powerful, flexible and customizable platform built right into the network
Cost Savings: Our cloud contact centre leverages a Software as a Service (SaaS) model to deliver a customizable, robust, and easy to use platform without the need for any upfront costs or expensive equipment. And with automatic software updates at no additional cost, you’ll always have the latest and most advanced contact centre tools and technology at your fingertips.
In-Network Integration: Unlike most over-the-top software solutions, Intermedia’s unique partnership with your Communication Service Provider enables your cloud contact centre to become part of your unified communications by integrating directly within your service provider’s network; delivering increased reliability, superior voice quality, and faster more accurate resolve times.
Quality Monitoring and Control: Ensure you’re offering high-quality customer service every time to every customer by monitoring your agent’s calls. For example, the Whisper Barge-In tool will allow your contact centre supervisors to listen in on calls, and if needed, provide service advice to the agents, or barge into the call to speak to the agent and customer.
Increased Management and Visibility: Get a 360 degree view of your contact centre by looking at the real-time dashboards and alerts captured by the cloud contact center solution. Monitor your contact center statistics, call queues, service objectives, agent performance and so much more.
Do you think Contact Centre is the right fit for your business? Contact DSM Telecom now!
Highlights of this Feature-Rich Cloud Contact Centre Solution
Omnichannel Enabled
Automatic Call Distributor
Interactive Voice Response
Integration of Digital Channels
Preferred Agent Routing
Last Agent Email Routing
Business Intelligence
Customized Reports
Real-Time Display and Bulletins
Custom Multi-Level Dispositions
Real-Time Graphical Dashboard
Custom Agent Activities
Unsurpassed Reliability
24/7 Network Monitoring
On-Demand Scalability
Geographical Survivability
Maximum Disaster Preparedness
Service Provider Integration
Workforce Optimization
Forecasting and Scheduling
Multiple Interaction Recordings
Live Monitor, Whisper, Barge-In
Agent Coaching and Evaluation
Real-Time Adherence
Want to learn more about Contact Centre? Reach out to DSM Telecom today!