Continuant Connect Contact Center

Enhance Agent Capability and Customer Experience across every channel

Seamlessly engage with your customers across all channels. Our Contact Center Solution ensures smart routing for both inbound and outbound interactions, enhancing agent efficiency with cutting-edge tools and boosting overall productivity.

Create Your Ideal
Customer Experience

Enhance your customer service by blending multiple channels and employing skill-based routing. Empower your agents to deliver a seamless customer experience across phone, chat, email, text message, and social channels, meeting both inbound and outbound needs efficiently.

Rapid
Deployment

Quickly deploy to meet new business requirements or replace outdated technology within weeks. Unlike more complex CCaaS solutions that take months to implement, our platform ensures a swift and efficient setup.

Optimal Features,
Optimal Cost

Avoid paying for unused features. With our contact center solutions, you get the right tools at the right cost while maintaining access to the same 24/7, personalized customer support.

omnichannel graphic showing various ways a customer can get support

A True Omnichannel CX and UC Experience

Enhance your customer reach across all platforms. With Continuant Connect, seamlessly engage through phone, email, chat, SMS, social media, and video. Our solution streamlines digital channels and workflows, integrates effortlessly through open APIs, and maintains conversation continuity with our cloud-based system, ensuring a cohesive customer experience.

ACD interface and a person dialing on a desk phone

ACD & IVR

Enhancing Efficiency and Call Management

Accelerate response times and streamline call workflows through skill-based routing. Our Interactive voice response (IVR) systems effectively discern call purposes with automated questions and answers, providing direct input to the automatic call distribution (ACD) for systematic queuing and agent assignments. Furthermore, customize your customer interactions with our user-friendly flowchart templates and automation tools.

a smiling man talking on the phone representing a good customer experience

Create a custom experience for your agents and customers

Enhance your experience with custom integrations through our expanding suite of API tools, designed to adapt to any scenario. Easily connect mobile phone capabilities and third-party reporting tools to expand your analytics with additional dashboards or a unified view.

Outbound Dialing

Enhanced Productivity and Campaign Efficiency

Elevate your productivity with our optimized campaign management for outbound dialing. Automate the dialing process to maximize call volumes efficiently. Customize voicemail drops to align with your campaign strategies. Our system supports dialing thousands of contacts daily, efficiently managing multiple campaigns across various time zones.

a woman chatting with customer services on a cell phone with a dashboard represting quality mangement

Quality Management

Complete Oversight of Operational Excellence

Gain full visibility into your customer service quality. Utilize call and screen recordings to ensure consistent, high-quality interactions. Benefit from post-call transcription and sentiment analysis to gauge customer emotions and satisfaction. Our system provides real-time reporting on live channels and queues, including active contact, queue backlog, and contact duration, complemented by customizable quality management reports.

Features & Benefits

Omnichannel Redefined

Social Media Direct Messaging
Efficiently sort and manage incoming interactions from social networks like Facebook, Twitter, and Instagram, enhancing your social media engagement.

Email Management
Handle large volumes of emails effectively with advanced categorization, quality monitoring, and tracking to ensure efficient communication.

Live Chat with Generative AI
Enhance visitor engagement on your website through live chat, using behavioral targeting and historical data for personalized interactions.

Messaging Across Devices
Leverage asynchronous messaging to enable customers to start conversations on a website and continue seamlessly on an iOS mobile device.

Advanced Routing Capabilities

Omnichannel Routing
Facilitate customer contact through their preferred channels, offering flexibility and ease in their communication.

Skill-Based Routing
Efficiently direct inquiries to the most appropriate agents based on specific skill sets and customer needs.

Voicemail Routing
Allow customers to leave voicemails or request callbacks, with sophisticated routing to prioritize and respond promptly.

Data-Driven API Routing
Utilize open APIs to integrate data from backend systems and CRMs, fostering smarter connections and enhancing customer relationships.

Enhanced Automation Features

Automatic Callback
Improve customer satisfaction by offering an automatic callback option, allowing customers to maintain their queue position without waiting on hold.

Interactive Voice Response (IVR)
Enable customers to handle routine tasks independently via phone, providing insights to agents for more personalized service.

Queue Callbacks
Reduce wait time frustrations with an automated callback system that contacts customers based on their queue position.

Voice Prompts
Choose from various voice options in multiple languages or upload your brand’s custom audio files for a tailored experience.

Dialing Enhancements

Outbound Dialers
Boost sales performance with advanced dialing modes such as Agentless, Preview, and Progressive, which enhance agent productivity and mitigate risks.

Campaign Management
Target the right audience efficiently by selecting optimal contacts and timing, while managing retry attempts effectively.

List Management
Improve call list efficiency by merging, deduplicating, reordering, and prioritizing high-value leads.

Call Recording
Implement call recording for both inbound and outbound interactions to ensure compliance, enable sentiment analysis, and provide real-time prompts to agents.

Administrator Experience Enhancements

Agent Skill Management
Assign skills to agents effortlessly, improving efficiency in handling customer inquiries such as billing or technical issues through skills-based routing.

Remote Agents
Facilitate customer service from any location with internet access, enhancing flexibility and ensuring operational continuity.

Screen Pops
Provide agents with critical customer information at the outset, aiding in successful deal closures and positive interactions.

Queue Callbacks
Eliminate customer frustration due to long wait times by offering an automated callback when their queue position is reached.

Analytics & Reporting Enhancements

Prebuilt Reports
Utilize targeted, predefined reports to access crucial data on agent performance and customer experiences, including metrics like Average Handle Time (AHT).

Analytics and Dashboards
Access real-time insights into team performance and customer interactions through intuitive and interactive dashboards.

Omnichannel Analytics
Achieve a comprehensive understanding of the customer journey across all communication channels and analyze agent effectiveness on each channel.

Save Filters
Efficiently narrow down report data to display only essential information, saving time by avoiding the need to rebuild filters for each report.

Supervisor Tools Enhancements

Screen Recording
Enhance agent training and performance by providing guidance on system navigation to improve customer interactions.

Call Monitoring
Monitor agent calls effectively, offering support through whisper or barge-in capabilities during complex interactions. Includes advanced features like coaching, sophisticated sentiment analysis, and real-time prompts.

Speech and Text Analysis
Quickly identify trends, issues, and shifts in customer needs by analyzing key topics and phrases in conversations.

Speech Recognition
Improve customer interactions by replacing keypad inputs with voice commands for a more intuitive communication experience.

Enhanced Collaboration Tools

Collaboration
Enable seamless interaction among your agents and company-wide staff with tools like team messaging, video meetings, and calling, ensuring rapid access to expert advice for handling complex inquiries.

Cloud PBX
Facilitate smooth transfers between local offices and your contact center with extension-to-extension dialing and conferencing, improving connectivity and customer service.

Microsoft Teams Integration
Boost productivity and teamwork by simplifying communication between
back office and front office staff with integrated phone capabilities.

Streamlined Integrations

Open API Framework
Utilize robust APIs to integrate seamlessly with any system, supporting a variety of workflows and increasing flexibility.

CRM Integrations
Boost customer satisfaction and agent efficiency with pre-configured CRM integrations such as Salesforce, Microsoft, Zendesk, and others.

Ready to transform your contact center experience?

Unleash the power of seamless communication, instant support, and unparalleled customer satisfaction with the Continuant Connect Contact Center solution.

Book a demo

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