Call Center
Contact Center Solutions
Cloud Call Center delivers optimal cost savings and flexible staffing. Faster Call Resolution. Comprehensive features. Easy to use.
Simplify Your Contact Center
Streamline your call center and deliver excellent customer experiences, time after time. Our Call Center solutions (also known as Contact Center solutions) support a broad range of businesses with intelligent queues, coaching tools, real-time reporting, and more. Comprehensive features in our cloud contact center software connect your callers with the right agent the first time, and provides the data you need to track and optimize agent performance.
Advanced Features for Every Call Center
Customizable Automated Call Distribution (ACD)
Route callers to the right queue, with the right priority to the right skilled agent.
Customizable Greeting & Queue Messages
Callers hear an initial greeting, then music, advertisements, or comfort messages.
Flexible Staffing & Oversight
Blend on-site and remote agents; easily manage everyone centrally, regardless of location.
Web Console (Agent)
View & manage incoming calls, escalate to supervisor, set Availability status, and more.
Web Console (Supervisor)
View status & manage agents, queues, and queued calls; view & manage reports.
Powerful Reporting
Use real-time and historical metrics to make queue management and staffing decisions.
Intelligent Queues
Increase your first call resolution. Route incoming calls to employees based on agent or team skill sets.
Coaching Tools
Use silent monitoring, optional call recording, and other tools to coach agents and expand skills.
Collaboration Tools
IM chat and presence promote real-time teamwork. Add Unified Communications to screen share, IM, and audio/video conference with customers through their Web browser.
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More Advanced Features for Every Call Center
Choice of Device
Agents and supervisors can use their choice of device – desk phone or mobile phone. Use New Age Networks phones or provide your own.
Low Total Cost of Ownership
No CapEx; no equipment to maintain; fewer incoming trunks since calls are queued in the network.
IVR/Auto Attendant
Guide callers using voice prompts.
One-click Escalation
In the agent console, simply select the supervisor and immediately transfer a call.
Call Quality
Combine the Cloud Call Center with New Age Networks Business-class Internet access to get true Quality of Service.
Real-time Agent Management
Monitor all agents in a single view so you can re-route calls or move agents to alternate queues in real-time.
Built-in Continuity
Reroute calls to alternate locations in case of a localized power outage or natural disaster.
Easy Self-service Administration
Administrators can manage your Call Center using our intuitive Customer Portal.
New Age Networks Call Center Advantages
Expertise & Options
Put our 20 years of experience providing innovative cloud and connectivity service to work for you. Combine your call center software with Business Internet for the best possible call quality. Add Call Recording and Unified Communications for even more robust quality control.
Free Training & Support
We provide free, live, one-on-one training for call agents, supervisors, and administrators. Our call center solutions (also called Contact Center solutions) include 24/7/365 support, so you can keep giving your own customers the best contact center experience.
Choices & Control
Your call center agents can use their device of choice: desktop or mobile phone. And, as a business you decide if you want to use New Age Networks-provided phones or your existing phones. Purchase only the number of seats you need within our contact center solution. Control your call center features and settings through our Customer portal. It’s in your hands, but we’re always here to help.