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
- 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.
- 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.
