Wherever, Whenever Customer Engagement
With Elevate Contact Center, you can differentiate from the competition where it matters most – the customer experience.
This new unified platform experience gives every employee in your business the tools they need to work together and with customers to get their job done faster and easier than ever before in one application.
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Contact Center Features
Immediately answers and routes incoming customer calls to the right group, or to a specific agent.
- Answers and routes calls 24 hours per day, 7 days a week.
- Customized calendars for specialized routing according to business hours, holidays, special events, and more.
IN-CALL SUPERVISOR ASSISTANCE
Allows supervisors to monitor, assist or join ongoing calls in order to assist in coaching, and to enhance employee effectiveness as well as the customer experience.
- Monitor to listen to a live call
- Whisper to assist an agent without the customer hearing
- Barge to join a live call as a participant.
TRACKING & ANALYTICS
Get a clear insight into the calling effectiveness and efficiency of individual employees, as well as the entire organization.
- Agent/Group Activity Reporting
- Historical Reporting and Report Scheduling
- Current Agent and Queue Status
Differentiate from the competition where it matters most – the customer experience
Answer customers in sequence; minimize wait times. Handle more concurrent inquiries and maintain happier customers and staff.
Get customers to the right agents, on time, every time. Customize call flows for results, with Skills-Based Routing and more.
COVER ALL CHANNELS
Let customers connect with you on their terms. Intermedia Contact Center offers options for voice, chat, and email queues.
Go beyond inbound, with a proactive outreach. Enhance audience engagement with multi-channel outreach capabilities.
Better Productivity and Experiences with Integrated Elevate and Contact Center
INTEGRATED WITH ELEVATE
Seamlessly access advanced call handling in Elevate to manage customers and get back to collaborating with peers when done.
Effortlessly give Elevate users access to call queues without needing to onboard them to a different application.
UNIFIED PRESENCE & STATUS
Let others see when users are handling customer calls. Let frontline users see who’s available to chat, talk, and meet while on calls.
ADVANCED CALL HANDLING
Access advanced call capabilities within Elevate including Dialout, Callbacks, Relevant Caller Information, and Call Classifications.