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.
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.
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.
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.
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.
At FairPoint Communications, we are committed to helping businesses learn how they can become more productive, efficient, resourceful, and profitable with the right telecommunications mix. We’ve created this educational content just for you.