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Cloud Contact Center Solutions

Overview

Leveraging the cloud, FairPoint Communications’ Cloud Contact Center is an advanced call center management system that offers businesses the tools they need to manage a customer service operation –through both traditional voice support and multimedia applications like instant messaging, online chat, email and social media queuing.

Many other cloud contact center solutions in market are decoupled from the underlying Voice over IP (VoIP) transport. But FairPoint offers a full-stack solution. Offered as a feature enhancement to Hosted PBX or SIP Trunking service, this one-shop, one-stop cloud contact center solution provides organizations with functionality and flexibility while eliminating the need to manage multiple vendor maintenance and support contracts. Our subscription rates per seat are also extremely competitive with over-the-top provider solutions.

We are offering two subscription service tiers for Cloud Contact Center seats – Gold and Platinum. Our Platinum package includes support for email, live chat, social media integration and more robust supervisory features. Support and maintenance is included in all packages.

Business Reasons to Consider FairPoint’s Cloud Contact Center

FairPoint’s Cloud Contact Center provides more functionality than traditional hardware-based systems – often at a fraction of the cost. With a “pay-as-you-grow” solution model, businesses can forego expensive investments in on-premises hardware and in-house management.

According Frost & Sullivan, cloud contact center services delivered significantly lower total cost of ownership (TCO) than comparable premise-based systems for all configurations analyzed for both three- and five-year terms. It also found the bigger the call center and the more feature-rich the services, the greater the TCO savings. Businesses also enjoy ongoing feature enhancements as FairPoint regularly upgrades and maintains the contact center software.

The cloud-based delivery model also reduces the complexity and improves flexibility of managing the platform.

Benefits of FairPoint’s Cloud Contact Center

  • A Complete, Future-Ready Contact Center Solution – Advanced technology enables omnichannel customer engagement – voice, web, email, instant messaging, social media. It also enables businesses to deploy virtual or home-based agents, which is becoming more common. Plus, enjoy ongoing feature enhancements with future upgrades to contact center software.
  • Lower Total Cost of Ownership – There is little to no CapEx expenditure, and no maintenance fees. In many cases, businesses can use their existing high-speed connectivity.
  • Flexibility and Self-Service Capabilities – Easily add or remove agents or add or remove functionality on an agent-by-agent basis.
  • Seamless Customer Experience – Features like Enhanced Call Flow and Workflow Scripting provide a consistent customer experience.
  • Quality Monitoring & Control – Tools, such as Live Monitor, Whisper and Barge-in allow supervisor call monitoring to ensure every customer receives high-quality service every time.
  • Increased Management Visibility – Real-time dashboards and alerts let you analyze contact center statistics, call queues, service objectives, agent performance and more.
  • Skill-Based Routing & Prioritization – Automatic Call Distribution, Integrated Voice Response, email and chat capabilities deliver the right agent to your customers through the most appropriate channel.
  • Meaningful Reporting & Analytics – Businesses gain valuable insight into contact center operations with Real-Time Stat Display & Wallboard; Real-Time Dashboard; Customer Agent Activities; Detailed Call & Agent Statistics; Custom Agent Activities and more.

Prime Candidates for FairPoint’s Cloud Contact Center

Cloud contact center is ideal for organizations that require sophisticated call handling and system integration or that want to engage with customers across multiple channels – not just by phone.

Cloud Contact Center addresses call center management requirements for organizations across a wide variety of industries, including financial services, real estate, travel, hospitality, retail, government, and education. With its ability to address HIPAA program requirements, Cloud Contact Center is also well-suited to health care organizations.

Key Features of FairPoint’s Cloud Contact Center

  • Automatic call distribution (ACD)
  • Interactive voice response (IVR)
  • Unified messaging
  • Workforce management
  • Computer telephony integration
  • Performance analytics

How FairPoint’s Cloud Contact Center Works

Cloud Contact Center, which can be deployed with FairPoint’s Hosted PBX, routes voice calls to the Public Switched Telephone Network (PSTN) over the same Ethernet circuit used for Internet access.

How the Cloud Works_Diagrams for Web

For businesses that prefer to keep their existing on-premises PBXs, SIP Trunking provides a way to take advantage of cloud contact center features and functionality by connecting to FairPoint’s softswitch, while still benefiting from a converged voice and data network.

How the Cloud Works_Diagrams for Web_2

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