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Description
The era when customer service was confined solely to phone calls is over, and it will not return. Nowadays, companies face the challenge of engaging with customers through various platforms such as email, chat, and social media. Customers now anticipate seamless communication through their preferred channels without resorting to phone calls. Despite many organizations striving to offer multi-channel support, the level of service remains highly variable. While a significant number of businesses acknowledge the necessity for multi-channel customer service, effective and uniform implementation in their call centers remains elusive. Often, customers find themselves compelled to use the phone if they seek substantial help. The inconsistency in service across these different channels can be attributed to organizations, whether by choice or not, inadvertently segregating these channels into distinct groups, which leads to disjointed customer experiences. Consequently, this fragmentation hinders the ability to provide cohesive and reliable support across all communication avenues.
Description
Focus Telecom provides a cloud-based solution designed to streamline communication pathways between clients and business operators across various sectors. This platform can be accessed conveniently through a web browser without the need for additional specialized hardware. Additionally, Focus Telecom boasts a comprehensive suite of features tailored for both inbound and outbound call centers, including sophisticated IVRs, call recording capabilities, integration with Customer Relationship Management (CRM) systems, remote agent oversight, and support for multiple communication channels, among a host of other functionalities. Their user-friendly interface makes it easy for businesses to enhance their communication strategies efficiently.
API Access
Has API
API Access
Has API
Integrations
Magento
Microsoft Dynamics 365
SALESmanago
Salesforce
Shopify
Sugar Sell
Integrations
Magento
Microsoft Dynamics 365
SALESmanago
Salesforce
Shopify
Sugar Sell
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
$15.00/month/user
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
AireSpring
Founded
2001
Country
United States
Website
airespring.com/airecontact-a-call-center-platform-for-multi-channel-customer-interactions/
Vendor Details
Company Name
Focus Telecom
Founded
2008
Country
Poland
Website
www.focustelecom.pl/en
Product Features
Call Center
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Product Features
Call Center
Blended Call Center
Call Logging
Call Recording
Call Scripting
Campaign Management
Database
Escalation Management
IVR / Voice Recognition
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer
Queue Management
Real-time Chat
Reporting/Analytics
Call Tracking
CRM
Call Log
Call Recording
Call Routing
Caller Identification
Campaign Management
Conversion Tracking
IVR / Voice Recognition
Keyword Tracking
Customer Service
Alerts / Escalation
Appointment Management
Call Center Management
Email Management
Knowledge Base
Live Chat
Performance Metrics
Queue Management
Self Service Portal
Social Media Integration
Surveys & Feedback
Virtual Assistant
Workflow Management
Sales Enablement
Collaboration
Contact Management
Content Management
Document Management
Goals / Quota Management
Lead Management
Meeting Management
Performance Management
Presentation Management
Proposal Management
Territory Management
Training Management
