Hosted Contact Center
For the past 20 years, call center agents, team leads, supervisors, and managers worked out of a single site. Even large companies who could afford multiple sites faced challenges with capacity limits, scheduling challenges, and fluctuating call volumes. Long lead times, specialized infrastructure, and a dedicated IT staff were necessary drawbacks to more widespread call centers. Campaigns were confined to a group or team within a single location. Outsourcing was an all-or-nothing decision. With Intelligent Contacts, those restrictions are a thing of the past
Integrate Your Entire Team
Can your campaigns span sites, groups, time zones, and even continents? Intelligent Contacts seamlessly supports multiple sites and “work at home” agents. Share campaigns, groups, and teams across the office or across the globe. Advanced MPLS and IP telephony make your entire operation, even offshore sites, feel like they are just down the hall. Agents only need a phone, internet connection, and web browser to be connected. Easily and efficiently manage sites from a convenient web portal. Maximize your agents’ unique skills and easily establish overflow call rules to intelligently route calls to available agents with the right qualifications. Meanwhile, Automatic Call Distribution (ACD) and Intelligent Routing make sure you never lose an important call again.
Who are millennials and why should you care about their consumer preferences?
Millennials, also referred to as Generation Y, are widely defined as anyone born between 1976 and 2000. they are the generation who has grown up saturated in marketing at every level. From TV to internet, to social media to mobile devices, Generation Y has entered the marketplace fully aware everything and everyone around them is out to sell them something. And they are eager to buy.
A recent Nielsen report cites this generation spends $65 billion a year and influences more than $1 trillion in total consumer spending.
This is why you should care about the consumer preferences of millennials—they not only have a lot of money to spend—they also tell all of their friends about the brands they like.
Discover five business “must haves” to engaging the growing millennial mindset in this free resource guide.
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Full, real-time call recording helps ensure service quality, compliance, and meet client requirements. By full, we mean FULL. Intelligent Contacts can even record the IVR to monitor the quality of message delivery, menus, and for speech-to-text applications.
Blend Your Campaigns
Automatically prioritize inbound calls and slow outbound calling to allocate agents to inbound calls when call volume increases. As inbound traffic spikes subside, Intelligent Contacts reallocates agent resources back to outbound campaigns and dialing shifts back into high gear.