Ascend Teams Contact Center Overview
Why Ascend Teams Contact Center? It’s an all-in-one solution that integrates seamlessly with Microsoft Teams, combining advanced communication tools, omnichannel support, and powerful analytics. Designed to enhance customer engagement, boost productivity, and streamline operations, it delivers exceptional customer experiences and drives business success.
Top Six Benefits
1. Seamless Microsoft Teams Integration
- Single-App Experience: Combines collaboration tools (chat, file sharing, video meetings) with advanced communication features, eliminating the need for multiple apps or a Teams Phone license.
- Unified Communications (UC): Includes enterprise-grade phone and SMS capabilities, auto attendants, call queueing, and visual voicemail.
- Built-In Redundancy: Ensures uninterrupted calls and SMS with a UC mobile app, even if Teams goes down.
2. Omnichannel Support
- Streamlined Interactions: Handle voice, chat, SMS, email, and WhatsApp in one platform for a consistent customer and agent experience.
- Intelligent Routing: Direct customers to the right agent based on skillsets, priority, or status, reducing wait times and improving first-call resolution.
- Self-Service Options: Features like IVR and virtual chat agents empower customers to find answers quickly, improving satisfaction and reducing agent workload.
3. Data-Driven Decision Making
- Real-Time Dashboards: Monitor agent performance, queue activity, and customer interactions in real time to address issues promptly.
- Historical Reporting: Analyze trends and performance metrics to optimize workflows, enhance training, and improve customer satisfaction.
- AI-Powered Insights: Automate workflows and uncover actionable insights to focus on high-impact tasks and improve decision-making.
4. Enhanced Employee Productivity
- One App for Everything: Employees can call, chat, meet, and handle customer interactions without leaving the platform, reducing app fatigue.
- Active Call Handling: Consult with colleagues or bring them into customer calls for faster resolutions.
- Searchable Directory: Quickly find the right person to assist, with presence sync to show availability for effective collaboration.
5. Enterprise-Grade Reliability
- Fail-Safe Communication: The UC mobile app ensures uninterrupted calls and SMS during Teams downtime, guaranteeing business continuity.
- Multi-Site & Remote Support: Consistent performance across locations and remote users.
- Archiving & Compliance: Capture and retain critical communications for dispute resolution and regulatory compliance.
6. Customization & Scalability
- Customizable Call Flows: Tailor call routing to ensure customers reach the right agents at the right time.
- Scalable Features: Start with essential tools and upgrade to advanced capabilities as your business grows.
- CRM & WFM Integrations: Connect with systems like Salesforce, Dynamics, or Zendesk for personalized customer interactions and streamlined workflows.
Why Choose Ascend Teams Contact Center?
- Streamlined Operations: Combines communication tools, analytics, and omnichannel engagement into one platform, reducing complexity and boosting efficiency.
- Exceptional Customer Experiences: Personalize interactions with intelligent routing, CRM integrations, and self-service options.
- Ease of Use: Designed for simplicity and flexibility, ensuring quick adaptation and scalability.
With Ascend Teams Contact Center, you’re not just upgrading communication tools—you’re transforming how your business connects with customers and collaborates internally. Ready to elevate your customer engagement? Connect with CallTower today!