Call Center Solutions
Communication and collaboration technologies that empower efficiency for call centers delivered by the experts at TPx. Take the hassle out of equipping call center agents with industry leading communications tools.
Outbound and inbound call center solutions, powered by UCx
Whether your company has 5 employees or 5,000, you can give your customers the impression of a large, professional organization with hosted Call Center solutions from TPx.
Call Center allows you to distribute inbound calls from a central phone number to groups of agents. You’ll have the freedom to decide exactly how your calls are handled. What’s more, thanks to the power of UCx, your agents won’t be tied to the main office — they can answer calls in the queue from branch locations or even at home.
Key Features
Call Center goes far beyond call routing, enabling you to:
Empower your agents with fully-featured Instant Messaging and Presence
Work seamlessly across multiple locations, and even incorporate remote workers
Give your supervisors full visibility into agents' performance with robust reporting tools
Increase customer satisfaction with entrance messages, comfort messages, and alternate off-hours routing
Hosted Call Center Solutions
TPx offers two Call Center packages, both of which are completely customizable to meet your organization’s unique requirements.
Standard Call Center
Ideal for smaller organizations looking to implement a professional solution to managing inbound calls. It allows up to 50 queued calls, and comes with a full range of features – such as Automatic Call Distribution (ACD), customizable greetings, and reporting tools – designed to ease administration and enhance your customer’s experience.
Premium Call Center
Ideal for organizations faced with the need to manage a large call volume. Its robust features, paired with outbound calling capability and a queue that can handle up to 525 calls, will give you the ability to quickly and efficiently handle all customer calls.
You can also add these web-based clients to either Call Center package to integrate advanced functionality:
Agent Client
Allows the agent to join the call center, view inbound call and queue information, instant message and view presence state of contacts, set ACD state, escalate calls to the supervisor, and more.
Supervisor Client
Gives supervisors a full set of tools to more effectively manage the queue and their agents’ performance. Supervisors can directly manage queued calls, barge-in or silently monitor agents’ calls, manually enable Night Service or Forced Forwarding, and access detailed agent and queue activity reports.
CRM and App Integrations
Seamlessly integrate UCx and your customer data. Over 20 top CRM and 200 application integrations are available.
Call Center Agent Bundles
We’ve built special UCx bundles for call center users. These bundles pair the power of UCx with a fully featured and customizable call queue. Learn more.
You’ve Got Options
UCx Call Center is well-suited for businesses that need a simple yet powerful way to route inbound calls to a queue of agents. If you’ve got a larger or more complex organization, or if you need more advanced reporting capabilities, ask a TPx representative for guidance on the solution that’s the best fit for your business.
