With carrier-grade quality and backed by world-class support, Telax's cloud contact center solution serves businesses of all sizes with enhanced interactive voice response, dynamic real-time dashboards and reporting, skills-based call routing
, agent scheduling, support quality assurance and more - all delivered through an omni-channel solution that improves contact center productivity and customer outcomes.
The Amazon Connect contact center suite includes dynamic skills-based call routing
and real-time historical analysis of calls, providing a history of customers' interactions with the company to determine why they're calling and how best to handle their calls.
Core features include call queuing and routing, skills-based call routing
, prioritized call routing, DNIS assignment of agent groups, unlimited number of agent groups, toll free call answering, and custom messages created for each DNIS.
He also wanted a solution that provided skills-based call routing
and delivered a framework for future expansion plans to support work-at-home agents across different time zones to increase agent availability.