Call Center

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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, even with multiple call centers. 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 call center 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

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.

  • Call Center Agent Client – Puts the power of the call center at the fingertips of the agent. It 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.
  • Call Center 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.

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.

 

User Bundle UCx Agent Standard UCx Agent Premium
User Profile  Smaller organization with an inbound call queue  Larger organization with inbound and/or outbound call queues
Included Calling Minutes   Unlimited  Unlimited
Included UCx Bundle   UCx Complete  UCx Complete
Call Center  Standard  Premium
Call Center Agent Client

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Call Center Supervisor Client

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+ Available add-on

Call Center Features

UCx Standard Call Center UCx Premium Call Center
Base Agent Client Supervisor Client Base Agent Client Supervisor Client
Basic Features
Basic Inbound ACD
Specify call routing order
inbound call center solutions
Inbound Call Queues
Assignable Agents
Assign specific agents to the ACD group
Agent Polycom Logon
Call Escalation
Incoming Call and Queue Info
Displays number of callers and hold times
Thresholds and Alerts
Monitor statistics outside acceptable range
Advanced Features
Custom Unavailable Codes
Outbound Call Center
DNIS Prioritization
Agent Whisper Announcement
Call Disposition Codes
Emergency Escalation
Skill-Based Routing
Assign skill levels to each agent
Reporting & Presence
Basic Reporting & Monitoring
Enhanced Agent Reporting 
Enhanced Queue Reporting
Queue Visibility
Agent Status Availability

 

Available feature with this package
May be entered or viewed with the Polycom phone
Available with Supervisor only (Non Agent)