Enterprise Business Voice Solutions
Intelligent Call Routing
Skill-based routing directs every caller to the agent best equipped to resolve their issue, improving first call resolution and customer satisfaction.
Cloud-based and Fully Managed
No hardware to maintain, no costly upgrades and no dedicated IT staff required. Lightpath manages the platform so you can focus on your customers.
AI-Powered Workflows
AI agent capabilities help streamline interactions, boost agent productivity, and improve customer experience.
Full-feature contact center, minus the complexity
Contact center infrastructure is expensive to buy and hard to run. Contact Center from Lightpath delivers full contact center capabilities through the cloud, with no hardware or dedicated IT team. Agents get the routing and reporting tools they need. Supervisors get the visibility to act on them.
Key Benefits
Inbound omni-channel queues: Agents can support multiple queues (voice, email, chat) with skills-based routing.
AI Receptionist: Natural language AI-based tool for solving common customer inquiries; agent routing functions using contextual customer inquiry information.
AI Agent Tools: Provides real-time suggestions and sentiment based on conversation context; AI transcription and summarization virtually eliminate wrap-up time.
AI Supervisor Assist: Real-time assistance tools provide live transcriptions and call sentiment monitoring, enabling supervisors to take immediate action and improve customer interactions
Archiving: All forms of customer interactions can be stored for up to 10 years, with powerful search and retrieval tools.
Real-time dashboards and wallboards: Graphical dashboards and wallboards display live queue and agent performance data so supervisors can act, not just observe.
CRM and ERP integration: Connect with your existing customer relationship management (CRM) and enterprise resource planning (ERP) systems so agents have full customer context on every call.
Geographical survivability: Built-in redundancy and geographical survivability keep your contact center operational during infrastructure disruptions.
24/7 monitoring and automatic updates: Lightpath manages the platform continuously, with no maintenance windows, no unexpected upgrade costs.
Gold and Platinum Plans
| Feature | Gold | Platinum | ||
|---|---|---|---|---|
| 24/7 monitoring | ||||
| Automatic software updates with no costly upgrades | ||||
| Geographical survivability for maximum disaster preparedness | ||||
| On-demand scalability | ||||
| CRM integration for seamless support and sales | ||||
| Vacation and shift automation for simple shift trading | ||||
| Custom multilevel dispositions for detailed call data | ||||
| Real-time stat display and wallboard, and graphical dashboard for monitoring queues and performance | ||||
| Track and improve efficiencies with detailed statistics | ||||
| Scheduled optimization for balancing schedules, skills, and service levels | ||||
| Real-time adherence view for quick response to deviations | ||||
| Report scheduling and customization for vital metrics, performance, and KPI data | ||||
| Inbound voice queues designed to fit your business needs | ||||
| Multi-skill routing to direct calls to agents with matching skill sets | ||||
| Voice/email/chat archiving with agent notes for standards adherence | ||||
| Live monitor, whisper, and barge-in features | ||||
| Custom agent status settings with no costly upgrades | ||||
| Automated threshold SMS and email alerts for service levels | ||||
| Automated callback and click-to-call functions | ||||
| AI Receptionist for self-service and intelligent routing | $ | $ | ||
| Real-time agent coaching and evaluation tools | ||||
| Email, chat, and social media queues | ||||
| Outbound dialer | ||||
| Forecasting and scheduling |
Applications of Contact Center
Use Cases
- Customer support operations: Improve resolution rates with intelligent routing, real-time agent tools and continuous performance monitoring.
- Sales teams: Use skill-based routing and outbound dialing to connect prospects with the right representatives and improve conversion rates.
- Healthcare and financial services: Deliver high-quality, compliant patient and client interactions with call recording, IVR self-service and live monitoring.
Engagement
- Distributed workforces: Support remote and geographically distributed agent teams from a single cloud-based platform: no on-site infrastructure required.
- Omni-channel engagement: Manage voice, email, chat and social media queues in one place, delivering a consistent customer experience across every channel.
Connect with Lightpath
Talk with a Lightpath Contact Center expert today.
Call 1-877-544-4872 or complete the form.