Smart Contact Center
Smart Choice Communication’s Hosted Contact Center is a cloud-based solution that provides advanced contact center capabilities that leverage all the functionality of your unified communications. The Smart Contact Center platform helps businesses increase sales, profitability and revenue, and does not require expensive hardware. The equipment and software that is needed for the contact center is hosted in Smart Choice’s data center. Hosted Contact Centers are growing in popularity thanks to the diverse range of benefits that they offer businesses. Smart Contact Center grants your agents the flexibility and convenience to operate more efficiently and gives your callers a reliable platform to find the answers they need. Using advanced real-time analytics and reporting, you can monitor agent activity to help make data driven decisions that can improve performance and boost productivity. You can even set up IVR and self-service options to allow callers to reach their destination quickly without going through an operator or receptionist. Plus, Smart Contact Center can be integrated with your CRM, so customer accounts and information is easily accessible to your agents at any time.
Improve your customer’s experience with IVRs designed to provide information through self-service functions, route callers to specific departments, and/or offer business information after hours. Smart Choice offers a wide range of analytical data and reports to give you insight into patterns and trends, helping you to make better future business decisions regarding your contact center. On screen popups allow you to access customer information during a support call so you can fully understand your customer. With Smart Contact Center, you can spy on a conversation without being heard, whisper to a colleague without other parties hearing, or barge into a conversation to be heard by all. Callers can choose to request a callback when they are next in line instead of waiting on hold in a call queue. View, filter and monitor detailed statistics of call activity (extensions, peak times, etc.) and agent statistics (top talkers, call times, etc.) in real time.
Features:
- Call Queue Analytics and Monitoring
- Smart Queue Callback
- Spy, Whisper and Barge
- Inbound Screen Pops
- Identify Patterns and Trends
- Interactive Voice Response (IVR)
- CRM Integration
- Agent Scripting
- Call Conferencing
- Call Reporting
- Customizable Reports
- Data Importing
- DNC Compliance
- Historical/Real-Time Reporting
- Predictive Dialing
- Text-to-Speech
- Toll-Free Numbers
- Voicemail
SmartChoice is a technology company based out of New York City with a unique portfolio of solutions including UCAAS, collaboration, software and analytics, dedicated contact centers, security, infrastructure, and managed connectivity. Through its unsurpassed white-glove service and 24x7x365 U.S. based support, it has grown to become one of the largest award-winning PBX/SIP providers in North America.
