Contact@3RunSingleMedia.com
1 833.789.1935

Contact Center

3 Run Single Media > Communications > Contact Center
Contact-Center

Move your Contact Center to the cloud and experience a highly reliable,secure, and full-featured solution that can be up and running in days, not months. With Contact Center, more responsive, informed, and positive customer experiences are in your future.

Customizable call flows and exceptional QA features help ensure more efficient interactions

Voice, chat, and email queues combine into a single omni-channel experience

Real-time customer insights speed agent-customer interactions

Deep historical reporting helps drive improved future interactions

Customizable call flows and exceptional QA features help ensure more efficient interactions

Contact Center improves customer interactions for businesses of all sizes and helps you differentiate from the competition where it matters most – the customer experience. Contact Center enables you to:

  • Support multi-site contact centers and remote agents
  • Centralize management from one portal, accessible anywhere, any time
  • Keep an eye on service levels, and analyze team performance by queue, team, or agent with real-time dashboards and historical reports
  • Easily manage customizable agent skillsets and statuses
  • Centralize the handling of calls, web chat, email, and SMS in a single application with our omni-channel capabilities
  • Enhance audience engagement with outbound dialing and advanced outreach campaign capabilities
  • Send out post-call surveys to measure satisfaction
  • Quickly and easily integrate with CRM and WFM systems
  • And much more…
Contact Center-info

Contact Center Benefits

Total customizability in call flow ensures callers reach the right agents at the right time, while exceptional QA features deliver greater results:

  • Skillsets: Skills-based routing means the agent most suitable to take the inquiry is reached.
  • Callbacks: After a period of time, queued callers can request a callback and the next available agent will get their request. The system will wait to ensure the agent is ready before dialing – meaning better-prepared agents and interactions.
  • Preferred Agent Routing: You can assign a certain agent to act as “point” on complex cases; with Preferred Agent Routing, calls and chats will be routed to an agent of your choosing.
  • Dashboards and Live Monitoring: Our Dashboards help you monitor the platform in real-time, including wait times, service levels, and much more. Live Monitoring lets you tune into specific interactions – and even take control as needed.

Contact Center rolls up voice, chat, and e-mail queues into a single, streamlined omni-channel experience.

Queues & Contact Center Agent: With Contact Center, you can forget the idea of a “queue” being only for voice calls. Powered by our Contact Center Agent (CCA) software, voice, chat, and e-mail interactions are all seamlessly integrated.

Build auto-attendants that perform any number of tasks, from common tocomplex. Extend the capabilities evenfurther with custom API integration!

Auto-Attendant Studio: You can easily create custom auto-attendants and deploy advanced functions like variables, conditional logic, and much more. Contact Center puts amazing power at your fingertips via an intuitive drag-and-drop visual interface. Plus, custom API integration delivers even greater functionality.

Real-time insights get agents into context quickly, helping to deliver more informed responses that shorten times to resolution. Plus, deep historical reporting helps improve future interactions.

  • Customer Journey: The Customer Journey feature shows agents, right in their CCA view, the recent touchpoints for a given caller so they’re up to date on where the story stands, and how they can more immediately and effectively address the situation.
  • Custom Reports: You can choose from hundreds of pre-built reports on call distribution, service level adherence, unanswered calls, post-call surveys, and so much more. Our Product specialists can also develop custom reports to best meet your unique needs.

Contact Center can be a profound force for customer outreach – empowering agents with tools such as dynamic notifications.

Dynamic Notifications: Turn your contact center into an outreach powerhouse. From simple appointmentreminders to multi-channel marketing campaigns, Dynamic Notifications dramatically extends a company’s reach while still respecting customer preferences.

Contact Center Options

FACTORS

Contact Center Express

Contact Center Pro

Contact Center Elite

CC License Type

Named Agents

Concurrent Seats*

Concurrent Seats*

UC Bundling

Sold with Elevate ONLY

Sold with Elevate OR Standalone

Sold with Elevate OR Standalone

Admin Portal

Supervisor App

Real-Time Agent Status

Inbound Voice Channel Queues

Automatic Call Distribution (ACD)

Position in Queue & Estimated Wait Time Messages

Supervisor functions (Monitor, Whisper,Barge-in)

Real-Time, Historical & Graphical Reports

Real-Time Dashboards

Call Recording

Pre-Built Integrations (Dynamics,Salesforce, Zendesk, Slack)

Agent Desktop & Web Application

X

Scheduled & Custom Reports

X

Customizable IVR

X

Skill-Based Routing

X

Geo-Routing

X

Advanced Rules-based Routing (Last agent, Preferred agent etc.)

X

Custom Agent Status

X

Real-Time Customizable Threshold Alerts

X

Queued Callback & Queued Voicemail

X

Emergency Queue Bulletins

X

Post-Call Surveys

X

Text-to-Speech

X

Call Scripting

X

Outbound Voice & Blended Channel Queues

X

Outbound Dialer (Scheduled Power Dialing)

X

Elastic Demand Support

X

Chat Channel Queues

X

Add-on(+$10)

Email Channel Queues

X

Add-on(+$10)

SMS Channel Queues

X

Add-on(+$10)

Dynamic Notification (Voice, E-mail & SMS)

X

Add-on(+$10)

Schedule Manager

X

Add-on(+$10)

Evaluator (QA Templates & Scoring)

X

Add-on(+$10)

Screen Recording

X

Add-on(+$10)

Custom CRM Integration

X

Prof. Services (+$250)

Prof. Services (+$250)

Custom WFM Integration

X
X

Prof. Services (+$250)

Custom IVR Integrations & Self-service applications (DB Data Dips, Intelligent Routing, Payment IVRs etc.)

X
X

Prof. Services (+$250)

Speech Recognition Integration

X
X

Contact Center Concurrent Seat Usage

Inbound Domestic (Contact Center Usage)

N/A (As per Elevate bucket)

6,000 mins/month per concurrent seat

6,000 mins/month per concurrent seat

Outbound Domestic (Contact Center Usage)

N/A (As per Elevate bucket)

6,000 mins/month per concurrent seat

6,000 mins/month per concurrent seat

Toll-free Inbound/Outbound

As per toll-free bucket/per minute

As per toll-free bucket/per minute

As per toll-free bucket/per minute