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Intermedia
Contact Center

Overview

Enhanced Interactive Voice Response

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. Some customers have more straight-forward concerns to address (e.g. checking an account balance or paying a bill), so the Contact Center IVR helps these customers self-serve without using up the time of a live agent. And when a customer’s problem extends beyond the dynamic menu, the IVR system can quickly lead the caller to the most relevant agent available.

IVR Key Features

Graphical IVR Design Tool
Go to market faster with this web-based, drag-and-drop tool specially designed to make setting up call-flows and managing IVR settings simple and easy for the non-programmers in your organization.
CRM Integration
CRM integration helps agents personalize and better resolve customer calls using computer-telephony integration (CTI) screen pops. With integration for Salesforce and most CRM platforms available, the caller information your agent needs becomes automatically available right on their screen.
IRV Data & Call Info
Compiles call statistics on a queue-by-queue basis including total calls queued, handled, abandoned, voicemails, callbacks, min-max and average wait times, talk times, and wrap times. If needed, identifying data from the IVR system (account number, job number, etc.) can be associated with the call.
Outbound IVR Notification
Automated outbound IVR callouts can connect users to a queue to speak to an agent and can be scheduled to ensure you reach customers at a non-disruptive time.
Multi-Lingual Support
Intermedia’s IVR system includes multi-lingual support without the need for additional work or set up. I.e. Instead of setting up three individual call-flows for Spanish, French, and English, one call flow can work for all of them.
Private Data Collection
If a user doesn’t want their credit card information to be heard directly by an agent, the Intermedia system allows the agent to transfer that person to an IVR menu to input the information. The agent is kept up-to-date on the caller’s progress, and when input is finished the caller returns to the agent uninterrupted.

Use Cases

IVR & Banking
Surprisingly, as online channels have emerged, banking customer satisfaction has decreased. That’s why many banking institutions have become reliant on hosted IVR technology for customer engagement. IVR supported telephone banking allows customers to check balances and transaction histories as well as to make payments and transfers. And not only can financial institutions more effectively interact with customers, but they can also extend business hours to a 24/7 operation.
IVR & Medical
IVR systems allow callers (patients) to obtain data relatively anonymously. Hospitals and clinics have used IVR solutions to help callers receive anonymous access to test results. This is information that could easily be handled by a person, but the IVR system is used to preserve privacy and avoid the potential embarrassment of sensitive information or test results.

Omni-Channel Routing

Instead of just routing calls and customer interactions to individual agents in a queue, Intermedia’s omni-channel Contact Center can group agents or employees into teams within each queue. This allows the automated distribution systems to route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority. That means customers always get the most optimized service experience to tackle their inquiry.

Key Features

Dynamic Notifications

Intermedia’s Dynamic Notification feature allows you to send outbound voice, SMS and email notifications so you can contact your customers using their preferred method of communication – or choose the most appropriate one. Whether you use outbound notification for upsell, collections, appointment scheduling, customer care surveys or collections, highly versatile Dynamic Notification capabilities can be leveraged to deliver best-in-class results in any industry.

Key Features

Agent Scheduling and Quality Assurance

Running a contact center isn’t always easy. Managers must not only ensure that agent staffing and schedule adherence are sufficient to handle peak volume, but also ensure the quality of the service they deliver. Intermedia’s Contact Center solution will provide your staff with the tools they need to meet—and exceed—your customer interaction objectives. From scheduling and monitoring to quality scoring and coaching, Intermedia offers a suite of built-in tools to evaluate and help improve agent performance:

Key Features

Powerful Reporting Capabilities

Managing contact center operations without full visibility on key metrics is not just difficult. It’s impossible. While our real-time dashboards make it possible to monitor exactly what is going on right now, making informed staffing decisions often requires the ability to measure performance over different time intervals. With a library of hundreds of reports available right out of the box, and the ability to add custom reports, Intermedia Contact Center provides managers with the necessary agent performance and queue activity metrics to make the right decisions.

Key Features

A Worry-Free Experience™

Security

Your data is private and protected in our secure, SOC 2-audited cloud.

Reliability

Every Intermedia service offers a 99.999% uptime Service Level Agreement.

Support

If you have questions, we’re here to answer them 24/7.

Compliance

Intermedia services help you maintain regulatory compliance.

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Key features of Omni-Channel Routing

Intelligent Routing
Customers are routed to the right agents (in relevant groups) quickly and effectively. Customers are led through the process easily, whether they are calling through an IVR menu or they reach out via chat.
Intermedia uses its skills-based, group routing system to send customers to an agent with the highest relevancy and longest idle time. This provides a higher likelihood that customers will interact with an agent with strengths that will speak to their problem.
Channel Integration
Are you looking to add chats and emails to your voice channels? The Intermedia omni-channel queue helps agents power through customer interactions, whether they are coming from chat, social media, IVR, or email.
Intermedia’s universal queue streamlines the multi-channel customer experience and provides a clearer picture of customer interactions by volume, duration, and channel.
Improved Agent Productivity
Blending interaction channels means your agents are never idle. When inbound calls are low, chats can be assigned more efficiently, or outbound calls can be automatically generated for a specified campaign. And when inbound calls pick up again, the dialer dynamically slows the number of outgoing calls to meet the inbound service level.
Consistent Service Experience
If a caller doesn’t get an answer the first time, they can request the same agent upon callback. This provides a streamlined and more personalized experience for callers.
Cut down on caller frustration by implementing the automatic callback feature. The system will connect with a relevant agent before automatically calling the customer back.
Enhanced Privacy & PCI Compliance
While common call center solutions use white noise to reach PCI compliance, Intermedia takes it a step further by using a private data collection IVR with agent connection. Our routing solution lets an agent send callers to an IVR so they can enter in their PCI sensitive info (like a credit card number). The agent is kept up to date on the customer’s progress through the application, and when input is finished, the call returns to the agent uninterrupted.
System Integration
Intermedia’s Contact Center solution can integrate with your CRM applications, your unified communications, and your case management system. This allows agents to quickly and easily access key information and provide contextual information about each customer.
Seamlessly integrate Intermedia’s powerful IVR into your contact center functionality, both before and after direct contact with an agent. Intermedia software allows agents to re-route callers to IVR menus and then back again without the caller having to re-dial, and without losing the context of the call.

Top Features of Dynamic Notifications

  • Voice, SMS, and email capable
  • Easy to use customizable and data-driven campaigns
  • Buildable library of notification templates
  • Appointment reminders with the option to confirm or connect to an agent for rescheduling
  • Tightly integrated with Contact Center features
  • Live dashboard reporting on campaign status
  • Ability to export reporting on completed campaigns
  • Text-to-speech voice notifications in 6 “voices” with English, French, and Spanish options
  • Highly scalable

Tremendous vertical-play positioning opportunities:

  • Healthcare: Appointment Reminders
  • Retail / B2C: Deliveries, Surveys, Promotions, Collections
  • Real Estate: Open Houses, Visits
  • Travel / Hospitality: Travel Date Reminders, Reservations, Orders
  • Services: Installation Notifications, Outages
  • Banking: Account Balance, Payments
  • Utilities: Robocall Activity, Installations, Outages, Updates, Collections
  • Education: General Notices, Information, Weather Alerts, Emergency Alerts
  • SMB: Promotional Offers, Upsell, Marketing Campaigns
  • Transportation: Pick-up Reminders, Scheduling

Key features of Agent Scheduling and Quality Assurance

Built-in Schedule Manager
  • Integrate agent schedules and breaks
  • Manage events, vacations, and shift trades
  • Monitor schedule adherence in real-time
  • Generate reports to track conformance
  • Possibility to integrate with advanced forecasting solutions
Integrated Quality Assurance and monitoring tools
  • Call recording and Screen recording capabilities
  • Live monitor, whisper, barge-in features
  • View agent chat logs
  • Integration of custom evaluation grids
  • Agent evaluation notifications for coaching
Reporting and performance analysis features
  • Real-time display with threshold alerts
  • Real-time dashboards
  • Detailed queue & agent statistics
  • Scheduled reports
  • Customized contact center reports

Key reporting features

Ready-to-Use Reports
  • Daily, weekly, monthly and yearly Agent performance
  • Daily, weekly, monthly and yearly Queue performance
  • Detailed serviced, abandoned and missed calls reports
  • Classification and tracking reports
  • Inbound and Outbound Billing reports
Examples of available Custom Reports
  • First Call Resolution
  • Talk Time intervals
  • Daily Transfers by agent
  • Custom Call tracking
  • Weekly Department Report
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