Hosted Contact Center
Hosted Contact Center
About Hosted Contact Center
Hosted Contact Center is a cloud-based contact center software with an inbound/outbound communication suite that helps businesses create and manage campaigns (calls, voice, email, SMS, and chat) in one place for a true, unified omnichannel communication strategy. It is TCPA compliant, and accessible to anyone anywhere through a web browser.
It enables users to leverage machine learning and real-time analytics to reduce operational costs and increase productivity and revenue. Its intelligence-based automation features help operations teams streamline and optimize common call center activities and agent workflows. With its user-friendly back-end interface, operations staff can handle configuration and campaign management processes.
Its modern agent interface helps users streamline agent workflows by putting call details, scripting, call-flow assist prompts, and up to three concurrent, embedded third party apps—all displayed within one pane of glass.
For outbound, the predictive dialer uses four proprietary algorithms that leverage machine learning fed by the contact center's own real-time data to increase connection rates. For inbound, the Intelligent IVR uses skills-based routing to ensure every call is handled by the best department, team, or agent to maximize productivity and customer satisfaction.
Additional features include:
A Payment IVR
Stealth or Ringless Voicemails
Call Recordings w/ extended storage available
Speech Analytics
Call Redaction and Automated Agent Scorecards
Call Labeling/Blocking Mitigation
Analytics Dashboard
12+ Built-in Call Reports
Automated Call Restrictions by Area Code/Time Zone
Data Scrubbing and Built-in DNC lists
DTMF Masking
CFPB Regulation F Compliance Settings
Key benefits of Hosted Contact Center
Hosted Contact Center's modern, workflow-driven interface helps put agents in the driver’s seat with everything they need to connect, collect, and comply through a unified platform.
It equips users to handle account information, scripted greetings, and compliance disclosures and provides dynamic call-flow assist, screen pops of embedded apps, and a lightning-quick call wrap screen.
A Compliance-Focused Integration Partnership-
Whether it’s FDCPA or TCPA compliance to reduce litigation exposure, or managing the CFPB’s Final Reg F Ruling, our platform has all the guardrails in place to keep your contacts and communications legal.
•Track & Limit By Period (a day, 7-day, 30-day tracking periods)
•Limitations can be set system-wide or at the state level
•Flexibility to control which campaigns will be managed by Reg F (with a simple checkbox) when creating or editing a campaign
Integrated Speech Analytics- Speech Analytics has become such a crucial tool for supervisors for compliance management, quality control, and agent training, that we now make it standard with our Hosted Contact Center solution.
As work-from-home becomes more of the rule rather than the exception, having an effective process for managing and monitoring remote staff will become even more crucial. If allowing your agents to work remotely is the new normal, speech analytics can be an effective way to monitor, train, and manage the productivity of this new workforce.
Why Speech Analytics?
• AI-powered flagging of potentially illegal debtor communications
• Automated voice and transcript redaction of PII/PCI consumer information
•Automated agent scorecards for training and performance monitoring
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Reviews
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Software buyers need your help! Product reviews help the rest of us make great decisions.
- Industry: Financial Services
- Company size: 51–200 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Synergetic Communication Inc
Reviewed on 2024/07/30
Been using this product for over 10 years. Overall it has been great
Been using this product for over 10 years. Overall it has been great
Pros
Easy to use, and effective. It has all the reporting needed to manage contact centers
Cons
Agent Scripts is a little quirky. All good otherwise
- Industry: Financial Services
- Company size: 11–50 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support
- Likelihood to recommend 10.0 /10
Intelligent Contacts is an Excellent Technology Partner
Reviewed on 2023/10/31
Pros
Technology, service, good peopleThere's nothing like some good ol' fashioned great people who want you to have a great product.
Cons
Nothing comes to mind. Our mutual customers say great things and we are impressed by the integration's performance.
Hosted Contact Center FAQs
Below are some frequently asked questions for Hosted Contact Center.Q. What type of pricing plans does Hosted Contact Center offer?
Hosted Contact Center offers the following pricing plans:
- Starting from: US$500.00/month
- Pricing model: Subscription
- Free Trial: Not Available
Unlimited Users. Unlimited campaigns.
Q. Who are the typical users of Hosted Contact Center?
Hosted Contact Center has the following typical customers:
51–200, 201–500, 501–1,000, 1,001–5,000
Q. What languages does Hosted Contact Center support?
Hosted Contact Center supports the following languages:
English
Q. Does Hosted Contact Center support mobile devices?
Hosted Contact Center supports the following devices:
Q. What other apps does Hosted Contact Center integrate with?
Hosted Contact Center integrates with the following applications:
Lariat, Neustar UltraDNS, Prodigal, Zoho CRM, Zoho CRM Plus
Q. What level of support does Hosted Contact Center offer?
Hosted Contact Center offers the following support options:
Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat
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