Ascend Teams Contact Center Elite Datasheet

Ascend Teams Contact Center Elite

Deliver the ultimate customer experience with a full-featured Omnichannel Contact Center solution. Designed for sophisticated customer experience needs, the Ascend Teams Contact Center Elite solution includes:

• Omnichannel capabilities: Voice, SMS, chat, and email.
• Custom integrations: CRM, workforce management, and IVR.
• Advanced features: Scheduling management, workforce optimization, dynamic notifications, call recording transcription, and analysis.

Key Features

For Customers

• Omnichannel Queues: Voice, chat, email, and SMS.
• Speech Recognition Integration: Smart greetings with queue updates (e.g., number of callers, estimated wait time).
• Intelligent Routing:
  • Routes to departments (e.g., sales, support).
  • Routes based on agent skillset or geographical preference.
• Queue Management: Automatically connects callers to the next available agent or places them on hold when all agents are busy.

For Frontline Users

• Unified Interface: Desktop and web application for managing voice, chat, email, and SMS queues in a single pane of glass.
• AI Agent Evaluator: Provides structured, consistent feedback on customer interactions.
• Advanced Call Handling:
  • Screen recording.
  • Outbound voice capabilities and power dialing (add-on).
  • Queued callbacks and voicemails for efficient follow-ups.
• Custom Agent Status: Tailored agent availability settings.

For Supervisors

• AI Agent Evaluator: Enables supervisors to review, score, and provide feedback on customer interactions.
• Enhanced Management Tools:
  • Monitor, Whisper, and Barge capabilities.
  • Supervisor reporting: Agent/group activity, historical reporting, call queue, and active call reports.
  • Report scheduling.
• AI-Powered Interaction Analysis: Includes sentiment tagging.
• Call Queue and Active Call Reports: Real-time insights into queue performance.

For Administrators

• Dynamic Notifications: Automate outreach campaigns via voice, email, and SMS (requires Twilio subscription for SMS).
• Schedule Manager: Optimize workforce and balance staff resources against demand.
• Intelligent Call Routing:
  • IVR-based routing to the right agent or information.
  • Custom IVR integrations for self-service applications (e.g., payment IVRs, intelligent routing).
• Custom Integrations:
  • CRM integration.
  • Workforce management (WFM) integration.
• Real-Time Dashboards: Desktop or wallboard display for calling statistics.
• Advanced Features:
  • 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: Scales up to 50% as needed.

Additional Notes

1. Call Recording Transcription and Analysis:
   • The first 5-hour block is included for each concurrent agent (Elite subscribers).
   • Additional blocks must be purchased for each concurrent agent.
2. SMS Delivery:
   • SMS delivery depends on the underlying carrier (currently Twilio).
   • A Twilio subscription is required for SMS functionality.

Microsoft Teams Certified

Ascend Teams Contact Center Elite is fully certified for Microsoft Teams, ensuring seamless integration and collaboration.