Call Center Features
Just a single unpleasant call experience can cause a customer to take their business elsewhere – and worse yet – post details about that experience online. Intermedia Unite Pro and Enterprise subscriptions make a direct and lasting impact on customer satisfaction by helping businesses to cut hold times, increasing call effectiveness, and improving your employees’ ability to resolve issues quickly.
Plus, the Call Analytics and Reporting included with Unite gives your business the insights to make better staffing and coaching decisions for your employees - using real-time data to track employee and customer engagement activities.
Included Call Center Features (Pro and Enterprise only)
These call center features are included free with every Elevate Pro and Enterprise subscription. Agents and supervisors continue to use the same easy-to-use Elevate Desktop App.
Immediately answers and routes incoming customer calls to the right group, or to a specific agent.
- Answers and routes calls 24 hours per day, 7 days a week.
- Customized calendars for specialized routing according to business hours, holidays, special events, and more.
SUPERVISOR IN-CALL ASSISTANCE
Allows supervisors to monitor, assist or join ongoing calls in order to assist in coaching, and to enhance employee effectiveness as well as the customer experience.
- Monitor to listen to a live call
- Whisper to assist an agent without the customer hearing
- Barge to join a live call as a participant.
TRACKING & ANALYTICS
Get a clear insight into the calling effectiveness and efficiency of individual employees, as well as the entire organization.
- Agent/Group Activity Reporting
- Historical Reporting and Report Scheduling
- Current Agent and Queue Status
- Real-time Call Statistics Dashboard suitable for both desktop or wallboard.