ContactNow is a self-service cloud contact center that allows teams to engage with customers using powerful inbound and outbound call features. Users are able to route customer calls using drag & drop IVRs, reach out to customers with an outbound campaign manager, and gain critical business and employee insights from the reporting engine.
ContactNow’s inbound calling features allow users to efficiently route and answer incoming calls to agents. The predictive dialer helps maximize talk time by replacing manual dialing for preview, progressive, and predictive dialing. The platform includes a drag & drop visual IVR tool with advanced skills based routing, allowing users to automate the distribution of incoming calls to team members that can best assist the customer.
ContactNow’s iPad monitoring app helps users identify bottlenecks and explore queue, team, or individual performance using filters. Users can drill down to every individual’s interactions to monitor their daily statistics. The fully customizable dashboard comes with a range of widgets for providing statistics, activity summaries, performance metrics, notes and to-dos, and more.
Call recording tools allow each call to be saved for playback, along with features for pause and highlight, and automated call recording. Users can listen into calls in real time to provide one-to-one assistance, including agent whisper and call barge functionality. The platform connects with various CRM systems for improved efficiency and productivity, and integrates ticket management systems directly with Zendesk for integrated voice capabilities.
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