Momentum Rolls Out Virtual Call Center Service
July 17, 2012
By Erin Harrison
, Executive Editor, Cloud Computing
A virtual call center simplifies high volume call centers with the use of cloud-based technology, allowing for improved customer service, maximized profits and quality communication tools to businesses of all sizes.
Digital voice services and broadband management provider Momentum has released a virtual hosted contact center aimed to provide businesses with a cloud-based service to bring improved customer relations and increased productivity for all types of call centers.
New features of Momentum’s contact center include an online management system, which is accessible from any Internet-enabled device, as well as an adaptable call-queuing system equipped with Automatic Call Distribution (ACD). Momentum’s ACD system helps manage call center traffic that generates dedicated no-answer treatments, personalized customer service, and pooled staff resources, according to Brandon Hagood, director of product development at Momentum.
“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,” Hagood said in a company 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.”
The Birmingham, Ala.-based company’s Virtual Contact Center includes increased analytics for supervisors to track key performance indicators through call monitoring, silent monitoring, call reporting, call barge in and call control.
Hagood said that these tools – paired with Momentum’s cloud-based services – allow for faster, more tailored solutions while managing an evolving call center. With the adoption of Momentum’s hosted call center, company officials said that businesses can maintain an ACD platform without the extra financial burden. Budget benefits include low-to-no capital expenses, zero operating costs, minimized TDM (Time-division multiplex) circuit fees, and a pay as you go usage plan that eliminates overage charges and wasted minutes.
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Edited by Allison Boccamazzo