Our ATS Contact Center Solution adds full contact center routing, reporting, call recording, and AI call analysis to the phone system. Also, with our customer engagement features you can improve your customers’ experience and keep them for life!
Just like our Phone Systems, our ATS Contact Center is a step above the rest. We take Contact Center functionality to new heights with industry leading capabilities and integrations to most of the industry CRMs.
Having all your communication tools in one place is a game-changer for your business. Not only does it make your staff more productive and efficient, it gives your customers convenient options to reach you and get the support they need. And by making communication easier for customers dealing with pest issues, you will keep them coming back for all their pest control and lawn care needs.
Skills based routing, queue callback, automated callback for abandoned calls, availability tiers, overflow rules and limits on how many callers can wait before the queue re-routes.
Time of day, holiday and emergency routing, area code routing and database driven routing that looks a caller up before deciding where to send them.
Follow one call through every ring, queue, transfer, hold and hangup. When a customer says nobody rang them back, you can show precisely what happened.
Custom dashboards showing live queues, agent state, longest wait and service level, on an office screen or in a browser for staff working from home. Included on every licence tier.
Recording is included on every licence tier, with encryption, retention policies, access control, manual pause and PCI support, plus the ability to download, email or share a recording when a dispute needs settling.
Digital channels use the same skills based routing, canned responses, wallboards and reporting as voice. A chat can be turned into a call or an SMS without losing the thread.
Screen pop the caller record, click to dial, automatic activity logging and caller preview, so agents open a call already knowing who is on the other end.
Two way presence between Teams and the contact centre, an embedded Teams client and single sign on, so back office staff and agents can see each other.
Build the reports you actually need with the custom report wizard, then schedule them to land in the right inbox so nobody is rebuilding spreadsheets by hand on a Monday.
Manual quality assurance only tells part of the story. Supervisors can typically review just a small sample of calls per agent each month, leaving them to assume those calls reflect overall performance. The Elite tier changes that with AI-powered quality assurance that automatically analyzes every interaction – giving you a complete, consistent view of agent performance instead of just a snapshot.
Speech analytics
Every call becomes actionable, searchable data. The Contact Center automatically transcribes conversations, analyzes sentiment, creates concise summaries, and identifies the key topics that matter to your business – all included with the Elite tier at no additional cost.
Automated quality assurance
AI automatically evaluates every interaction using your customized scoring criteria, delivering results within minutes of the call ending. Managers can review and adjust scores, helping the system continuously align with your team’s expectations and quality standards.
AI insights
Most AI shows you what happened. AI Insights helps you decide what comes next. It continuously analyzes your contact center, identifies emerging trends and opportunities, and recommends actionable next steps – including features already available within your license that you may not be using.
AI messaging bot
Customers can reach out anytime, even at 2 a.m. on a Sunday, and receive an immediate response. The AI-powered bot uses your business content and resources to provide relevant answers, then seamlessly transfers the conversation to a live agent when needed, with the full interaction history intact.
Easily optimize your company’s workflow by providing your team with a robust platform packed with time-saving features. With our cutting-edge Workforce Management (WFM) System, your team gets the insights and tools needed to provide better customer experiences and strengthen your reputation.
Get the most out of your Contact Center with Affiliated’s powerful and comprehensive WFM solution. Make managing your resources easier and maximize your contact center efficiency.
Elevate your customer experience and drive agent excellence with our empowering Quality Management Solution for PCOs.
Give supervisors and agents the tools needed to do their jobs efficiently, driving performance.
Score agent calls to drive consistent improvement with eCoaching and Gamification.
Customize wallboards and charts with key performance indicators to track team performance.
Review agent calls and activities by listening and viewing their screens in real-time.
Get in touch with us today to get started with a Contact Center Solution that gives your business the boost it needs tin today’s technology driven world!
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