Contact Center

OVERVIEW

EXPRESS

The Contact Center Made Simple:
Cost effective voice-only contact center capabilities, available directly from the Intermedia Unite^TM Desktop application.

ADVANCED

Extend your Contact Center Capabilities:
A flexible solution providing advanced contact center capabilities to increase customer satisfaction at scale.

ELITE

Optimize your Customer Experience:
A complete omni-channel contact center solution with powerful integrations capable of delivering the ultimate customer experience.

DESCRIPTION

EXPRESS

Voice only call queuing, agent reporting, and management.

ONLY sold integrated with Intermedia Unite.

ADVANCED

Full-featured, omni-channel capable contact center platform.

Sold with or without Intermedia Unite.

ELITE

Best-in-class, omni-channel contact center platform with custom integrations.

Sold with or without Intermedia Unite.

MARKET

EXPRESS

Businesses looking to build a basic, cost-effective, voice-only contact center.

ADVANCED

Companies who need to optimize interactions and connect with customers via multiple channels.

ELITE

Organizations using 2+ channels, with sophisticated inbound/outbound customer interaction flows that require a tailored solution to meet their business needs.

FEATURES

EXPRESS

• Inbound Voice Queues
• Supervisor functions including monitor, barge, and whisper
• Real-Time & Graphical Reports
• Call Recording
• And More!

ADVANCED

All Contact Center Express functionalities, plus:

• Scheduled, Historical, and Custom Reports
• Customizable IVRs
• Skill-Based, Geo & Rule-based Routing
• Email, Chat, and SMS channels add-ons
• And More!

ELITE

All Contact Center Pro functionalities, plus:

• Chat, email, and SMS Channel Queues
• Outbound Notification Campaigns (Voice, email & SMS)
• Schedule Manager
• QA Evaluator Templates & Scoring
• Custom CRM Integrations
• Advanced self-service IVR applications
• And More!

INTEGRATIONS

EXPRESS

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ADVANCED

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ELITE

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