Ascend Teams Contact Center Pro
Upgrade your customer experience with enhanced interactions, deeper insights, and more efficient resolutions. The Ascend Teams Contact Center Pro package offers:
- Self-service capabilities.
- Skills-based and rules-based call routing.
- Historical reporting.
- Optional omnichannel capabilities (SMS, chat, email).
Ascend Teams Contact Center Pro: Key Features
For Customers
- Smart Greetings: Announces the number of callers in the queue and estimated wait time.
- Queue Management:
- Automatically connects callers to the next available agent.
- Places callers on hold when all agents are busy.
- Intelligent Routing:
- Routes calls to organized departments (e.g., sales, customer service, technical support).
- Routes based on agent skillset or geography.
- Customizable IVRs: Map out call flows for efficient routing and resolutions.
For Frontline Users
- Unified Interface: Desktop and web application for managing all communications in a single pane of glass.
- Advanced Call Handling:
- Outbound power dialing for proactive outreach.
- Queued callbacks and voicemails for structured follow-ups.
- Custom Agent Status: Tailored agent availability settings.
For Supervisors
- Management Tools:
- Monitor, Whisper, and Barge capabilities.
- Supervisor reporting: Agent/group activity, historical reporting.
- AI-Powered Call Recording Transcription and Analysis:
- Includes sentiment tagging (requires transcription time purchase).
- Reporting:
- Call queue and active call reports.
- Report scheduling.
For Administrators
- Real-Time Dashboards: Desktop or wallboard display for calling statistics.
- Integrations:
- CRM integration.
- Intelligent call routing using IVR.
- Advanced Features:
- Routes calls based on administrator specifications (e.g., Last Agent, Preferred Agent).
- Outbound dialer with voice and blended channel queues (add-on).
- Real-time customizable threshold alerts.
- Emergency queue bulletins.
- Post-call surveys.
- Text-to-speech capabilities.
- Call scripting.
- Elastic demand support.
Additional Notes
- Omnichannel Add-Ons:
- Email, chat, and SMS channels can be added as needed.
- Add only the channels you need now and expand later.
- Call Recording Transcription and Analysis:
- Pro subscribers must purchase transcription time in 5-hour blocks per concurrent agent.
Microsoft Teams Certified
The Ascend Teams Contact Center Pro solution is fully certified for Microsoft Teams, ensuring seamless integration and collaboration.