IP Voice & Contact Center
Achieve higher levels of service with an integrated, intuitive call center solution.
Optimizing the customer experience in the modern environment means arming customer support and sales agents with the tools they need to respond to inquiry by phone, email, instant message or other methods. This is your contact center – your foundation for customer satisfaction and loyalty.
Contact center solutions from Structured enable convergence of voice and data onto a single, unified platform that improves information integrity, enhances customer service and minimizes contact center costs. This powerful call center solution that includes all the management and analytical features you need to receive, respond and report on your customer contacts.
Structured’s Voice and Contact Center features
Maximizing customer satisfaction for every type of business—Structured’s Contact Center solutions balance the convenience of automation and the attentiveness of human touch—creating positive, profitable customer relationships.
- Overflow features—any employee can be added to contact center queues, and automatic overflowing during busy periods reduces staff costs and improves service
- Advanced App Integration— amplify performance of Salesforce, MS Dynamics, NetSuite and other business process amps with click-to-call functionality, inbound screen pops, automated call notes, and enhancing metrics
- Ease of administration—supervisors have direct web-based access to all administrative functions including live dashboards, reports and queue configuration
- Call recording – purposeful call recording that includes agent evaluation forms that allow supervisors to track agent performance over time
- Prioritized skill routing – agents are added to queues with a priority that defines the order in which calls will be distributed; combine multiple queue priorities and agent priorities to easily route calls to the right agent at the right time.