Ascend Teams Contact Center Pro Datasheet

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

1. Omnichannel Add-Ons:
   • Email, chat, and SMS channels can be added as needed.
   • Add only the channels you need now and expand later.
2. 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.