Contact Center

EOS offers a rich feature set that enables any service provider to support carrier class contact and call centers. Like all of the features in the EOS Cloud, the contact center solutions have been developed to deliver the highest quality experience to users without demanding a significant investment from the service provider. Contact centers are configured and managed through EOS’s multi tenant portal interface. These portals also give the user access to advanced reporting on a wide range of metrics to give users insight into the performance of their organization. Supervisors can monitor contact centers using a stats grid on their portal’s home screen.

This gives real time statistics like calls waiting, average wait time, average handling time, abandon rate, calls answered, and call volume. The background colors of the stats grid act as visual alerts and change from green to yellow to red based on numeric thresholds chosen by the supervisor. Supervisors are also able to run reports and gather information about an entire call center or take a deep dive into the more granular metrics. These reports act as tools that promote productivity and increase revenue for any contact center.

Key Features

Advanced Call Management

Empower your customers with call management tools that they can configure to fit any call center.

  • Queue Based Routing
  • Configurable Time Frames
  • Hunt Groups
  • Call Parking
  • Answering Rules
  • Automatic Call Distribution (ACD)
  • IVR/ Auto Attendant

Supervisor Controls

Contact center supervisors can manage the activities of their agents, monitor call flow, and analyze reports within the NetSapiens Platform.

  • Real Time Management
  • Dashboard and Reports
  • Whisper, Barge, Listen In
  • Contact History Database
  • CRM Integration
  • Configurable Call Monitoring

Quality Assurance

Ensure a positive customer experience through the use of quality monitoring tools and highly available network architecture.

  • n-Share
  • Call Recording
  • Call Analytics and Alerts
  • Real Time QoS Monitoring
  • SIP Ladder Graphs

Detailed Reporting

Gain insight into contact center performance with a wide range of detailed reporting available in the user portals. Reports can be as wide as entire organizations or as granular as a single agent in a specific call queue.

  • Customizable Dashboard
  • Queue Statistics
  • Agent Statistics
  • Agent Availability reporting
  • DNIS statistics

UC Integration

Contact Center features are accessible through the NetSapiens online user portal, allowing them to be accessed anywhere from any device.

  • Integrated Fax
  • Voicemail to Email
  • Presence on Multiple Devices
  • Simultaneous Ring
  • Click to Call
  • Web-based Agent Portal
  • Supported Mobility of Agents

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