Cortel Contact Center

Communicating with your customers has never been easier.

The Cortel Contact Center is enterprise-ready. Select the number of seats you need, choose your level of integration, and get online in minutes.

 

The Cortel Contact Center is loaded with a full suite of standard and advanced customer care features like Omnichannel, Guided Interactive Voice Response, Surveys, Skill-based Routing, CTI Screen Pops, Co-Browsing, Speech Analytics and Workforce Management.

Omnichannel Routing

Never miss a customer satisfaction opportunity. Contact Center brings web, chat, SMS, social media, and voice channels on to one central platform.

Features

  • Skill-Based Routing

  • Interactive Voice Response (IVR)

  • Queued Callback

  • Web Callback, CoBrowse

  • Inbound Chat, Email, Social Channels

Agent Productivity

Achieve modern and fast first contact resolution through out interactive interface and internal communications hub, where agents can swiftly manage customer engagements. 

Features

  • Scheduling and Workflows

  • Evaluations and Training

  • Customer Surveys & Satisfaction

  • Supervisor Assist

  • Average Handle Time and After Call Work

Integrations

Comprehensive CRM integrations with Salesforce, Microsoft Dynamics, Zendesk, and more. Place calls directly from your preferred system and auto-log customer interactions.

Features

  • CRMs, Call Recording

  • Google Apps, Office 365, more

  • Custom Designs

  • Mass notification, Video conferencing

Analytics

Access real-time analytics and reporting on queues, customer journeys and wait times across each of your customer engagement channels from any internet-connected device.

Features

  • Historical and real time reports

  • Customer Experience Analytics

  • Speech Analytics

  • Survey Analytics

Working together