Thirdlane Contact Center is integrated with Thirdlane PBX and Thirdlane Multi Tenant PBX products and offers a set of features supporting environments ranging from professional call centers to workgroups requiring only basic call distribution and simple call queuing.
Thirdlane Contact Center key features:
- Integration with Salesforce, Zoho, Zendesk, and many cloud CRM, Service Desk and other business applications boosts productivity and enhances customer engagement
- Integration with Thirdlane PBX and Thirdlane Multi Tenant PBX provides centralized management and reporting, and a full picture of customer interaction
- Integrated IVR/Auto Attendants - callers can be directed to appropriate queues by following simple voice prompts
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Automatic Call Distribution (ACD) - callers are routed to the right queues based on the agents skills and availability
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Call Queuing - callers never receive a busy signal and can wait in a queue until an agent becomes available
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Remote Agents - agents can login from remote geographically distributed locations ensuring 24x7 support
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Call Center Monitoring and Reporting - both real-time monitoring and historical reporting provides Call Center management with the necessary tools to access and manage performance and service level
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Agent and Supervisor web GUIs - agent and supervisor screens provide comprehensive and easy to use tools helping to work from anywhere where internet connection is available