EarthLink has launched a hosted contact center offering, supporting intelligent customer conversations via e-mail, live chat, Web, phone or social media, available via channel partners.
All interactions are routed to a single interface and integrate with existing CRM systems. It also utilizes queuing so that high priority customers get routed more rapidly for faster service. It also offers business continuity and disaster recovery protection, and is PCI and HIPPA compliant. Fully integrated with EarthLink’s hosted voice, the platform guarantees 99.999% uptime and 4.0 voice quality Mean Opinion Score (MOS).
Management can also monitor conversations and call recordings.
“We needed a new call center solution with more robust functionality and reporting, and EarthLink’s hosted contact center delivered,” said Jeff Cogley, IT manager at Continental Building Products. “Continental’s sales service team sets the tone for our entire customer experience, and Hosted Contact Center’s improved routing, controls and reporting streamline those customer interactions and boost the team’s productivity. In addition, rollout was fast and easy and the solution was very intuitive for our employees to learn. I continue to receive positive feedback and plan to stay ahead of the curve by taking advantage of future enhancements and expanding its use across channels.”
Rick Froehlich, EarthLink executive vice president for product and consumer, added, “Hosted contact center helps businesses improve their care experience and keep their customers happy whether they interact via the Web, social media or phone. And because it’s integrated with our hosted voice solution, the system holistically knows when a staff member is unavailable and fluidly routes the call to available personnel. Our customers will enjoy the easy management, automatic upgrades and new features that help them deliver better value and capitalize on every interaction.”
