Hosted contact center solutions offer a number of features like Automatic Call Distribution (ACD), free predictive dialer, call recording and more, helping increase productivity and bring efficiency in call centers.
Momentum, a provider of digital voice services broadband management, is one of the latest companies to offer hosted contact center services to call centers. The company’s portfolio includes an online management system that can be accessible from any Internet-enabled device.
The Virtual Contact Center with features, like ACD and predictive dialer, offers innovative ways to simplify high-volume call centers with cloud-based technology. These solutions improve customer service, maximize profits and deliver quality communications tools to customers.
Momentum's Contact Center features adaptable call-queuing system featured with Automatic Call Distribution (ACD), which delivers an efficient solution for call center traffic management that generates dedicated no-answer treatments, personalized customer service, and pooled staff resources.
The solution also provides increased analytics helping supervisors track key performance indicators through features such as call monitoring, silent monitoring, call reporting, call barge in, and call control. They provide call centers with faster and more tailored solutions, while managing an evolving call center.
"Momentum's Contact Center was cultivated to support a variety of customer settings with a single platform. Like our other business products, Momentum's call center solution is backed by a hosted architecture and is complete with scalable service options capable of supporting remote agents," said Brandon Hagood, director of Product Development at Momentum, in a statement.
"From the startup that needs to queue calls for a receptionist, to the large corporations seeking desktop clients and reporting tools to manage high-volume calling, our call center solution can essentially serve the needs of any size, any type of business," Hagood added.
The cloud-based call center solution allows businesses to maintain an ACD platform without the extra financial burden. It offers a number of budget benefits including low-to-no capital expenses, zero operating costs, minimized TDM (Time-division multiplex) circuit fees. The pay-as-you-go model also eliminates overage charges and wasted minutes.
Although there are many predictive dialer providers currently out there, Kunnect, another provider of call center technologies, powers a free predictive dialer giving both predictive and preview dialing functionalities to organizations, allowing them to see much more flexibility when attempting to service multiple requests at any given time, a recent TMCnet report said.
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Edited by Brooke Neuman