Call Centers might take calls for various reasons, such as customer support, telemarketing, sales, or collections, but all Call Centers have the same primary goal - creating a positive customer experience.
Call Center Solutions offer efficient call volume handling within a Call Center environment by routing incoming calls in various ways. For instance, callers can be sent to particular agents with the skills to handle a specific customer need.
Hunt Groups and Call Handlers are two options for small departments to route incoming calls without hiring a full-time operator or investing in Automated Call Distribution (ACD) software. Please see the Advanced Call Routing service offering for more information.
ACD software (Unified Contact Center Express, or UCCX) is another option for Call Centers of all sizes and provides more features than simple hunt groups and call handlers can provide, such as Call Recording, Metrics, and Reporting.
ComTech also offers a full call center solution that manages customer interaction involving supervisors, agents, call queues, prompts, and conditional logic through a web-based interface called Finesse.
Agents and Supervisors can answer call center calls and view call queue data and metrics.
Integration with other campus systems and detailed reporting metrics is available.