Unified with Elevate UC

This new unified platform experience gives every employee in your business the tools they need to work together, and with customers to get their job done faster and easier than ever before in one application. As a result, you’ll unlock faster service speed, better productivity, better service quality, and amazing flexibility.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. Some customers have more straight-forward concerns to address, so the Elevate IVR helps these customers self-serve without using up the time of a live agent. And when a customer’s problem extends beyond the dynamic menu.

Easy-IVR

With Elevate Easy-IVR, you have the power of having a new IVRs setup in as little as 5 minutes. For your business, this means saving money and time.

Omni-Channel Routing

Instead of just routing calls and customer interactions to individual agents in a queue, Elevate’s Omni-channel Contact Center can group agents or employees into teams within each queue. This allows the automated distribution systems to route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills while also factoring in customer priority.

Webchat

Webchat lets you directly converse with customers on your website to provide faster and more convenient access to your customer service team.

Elevate's webchat tool places better customer experiences at your fingertips by giving your customers another way to contact you while allowing your agents to interact with multiple customers simultaneously to improve employee productivity.

Dynamic Notifications

Elevate’s Dynamic Notification allows you to send outbound voice, SMS, and email notifications so you can contact your customers using their preferred method of communication.

Whether you use outbound notification for upselling, appointment scheduling, customer care surveys, or collections, highly versatile Dynamic Notification capabilities can be leveraged to deliver best-in-class results in any industry.

Agent Scheduling and Quality Assurance

Running a contact center isn’t always easy. Managers must ensure that agent staffing and schedule adherence are sufficient to handle peak volume and the quality of the service they deliver. Elevate’s CX solution will provide your staff with the tools they need to meet—and exceed—your customer interaction objectives. From scheduling and monitoring to quality scoring and coaching, TeleSwitch Elevate offers a suite of built-in tools to evaluate and help improve agent performance.

Customer Experience Analytics and Reporting

Managing Customer Experience centric operations without complete visibility of key metrics is not just challenging. It’s impossible. While our real-time dashboards make it possible to monitor exactly what is going on right now, making informed staffing decisions often requires the ability to measure performance over different time intervals. With a library of hundreds of reports available right out of the box, and the ability to add custom reports, Elevate provides managers with the necessary agent performance and queue activity metrics to make the right decisions.

Interaction Analytics

Uncovering meaningful insights from customer conversations could be a daunting and time-consuming task. While the information may be in your grasp, your supervisors simply don’t have time to review every conversation. But with the ability to transcribe entire conversations and voicemails, Interaction Analytics helps your supervisors become more efficient by using artificial intelligence (AI) to automatically identify them about essential conversations to ensure high service quality and to grow your business.