Contact Center

All-In-One
Contact Center

 Seamless Engagement. Elevated Customer Satisfaction.

Improved Efficiency

Omnichannel Contact Center

Streamline agent workflows by centralizing customer interactions from various channels into a single platform. This increases agent productivity and allows for quicker resolution of customer inquiries.

Superior Customer Service

Professional Call Queueing

Optimize your customer service with advanced contact center features designed to unlock agent potential and streamline management processes. 

  • Unlimited IVR
  • Unlimited Call Queues
  • Skills-based Routing
  • Supervisor Management Features
  • Real-time Reporting
  • Historical Reports
  • Agents & Supervisors can work from anywhere

Live Performance Monitoring

View one or multiple queues simultaneously

Agents and supervisors enhance responsiveness with instant access to real-time statistics at a glance.

  • Critical Queue Metrics – Calls Waiting, Answered Calls, Abandoned Calls, Abandoned Percentage, Longest Wait, Voice Messages
  • Agent Monitoring – Agent, Agent ID, Status, Call Type, Call Duration.

User Friendly Analytics

Historical Reporting & Call Detail Reports

Uncover valuable insights within your call center to pinpoint improvement opportunities through our collection of 19 customizable and scheduled reports.

Distribution reports offer detailed information on call distribution and handling.

Agent reports provide valuable insights into agent availability, disposition, and duration. Including calls answered, disconnect cause, and service level.

Call detail reports provide valuable information on every call processed on the system. This information can be filtered and exported.

 

InfinityOne Omnichannel

All customer interactions centralized in one place

Omnichannel enables you to easily manage customer conversations across multiple channels using a single platform.

Channels include: Voice, Webchat, Facebook Messenger, WhatsApp, SMS, and Mail

  • Customers reach you via their preferred channel
  • One interface for all channels
  • No switching between apps
  • Reduced learning curve
  • Agents & Supervisors can work from anywhere

Complete Solutions

All In One Integration

Our contact centers leverage our trusted and robust UCX on-premise and cloud solutions. Fully integrated, they empower agents and supervisors to work from anywhere, providing access to all necessary tools and resources at their fingertips.

Features and Applications

  • Unlimited Queues
  • Unlimited IVR
  • Static and Dynamic Agents
  • Skills Based Routing
  • Work Anywhere Capability
  • Agent Restrictions
  • Supervisor Listen
  • Supervisor Whisper
  • Supervisor Barg in
  • Agent Announcement
  • Caller Position in Queue
  • Wait Time Announcement
  • Wrap Time
  • Weighted Queues
  • Queue Call Back
  • IVR Breakout Option
  • Pause /UnPause Recording
  • Single Key LogIn - Multiple Queues
  • Ready / Not Ready - All Queues
  • InfinityOne Collaboration Application
  • Infinity 3065 Softphone
  • Music On Hold
  • Infinity 5000 XSTIM Phones
  • Voicemail To Email
  • Logout Absent Agents
  • Wallboard Realtime Stats
  • Historical Reporting
  • Call Detail Reports
  • Omnichannel
  • Join Empty Queue Option
  • Queue Announcements
  • Inbound Recording
  • Outbound Recording
  • On-Demand Recording
  • Queue Recording
  • Agent Recording