State-of-the-Art Contact Center and TelePacific’s Hosted PBX – a Marriage Made in the Cloud

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New capabilities bring Small, Medium and Enterprise Businesses (SME) flexibility, scalability and buy-only-what-you-need customization.

TelePacific Communications

TelePacific Communications®, a leader in connect, cloud and business continuity solutions for small and medium sized businesses, announces the availability of Contact Center for TelePacific Hosted PBX, a powerful new solution that leverages the easy-to-scale, manage and use features of its popular Hosted PBX service. By moving the full functionality of the traditional contact center to the cloud, businesses are easily able to connect with their customers and build continuity protection into their call center operations. Businesses can provide their customers with consistent, responsive availability that can drive significant increases in effectiveness at the same time they reduce their CAPEX and OPEX.

Using Contact Center for Hosted PBX, businesses free themselves from the geographical restraints that come with running their own contact centers. This eliminates the need for costly real estate and also allows businesses to maximize their staff productivity. Contact center lets operators work remotely, able to respond instantly to fluctuating call volumes from different offices, their homes or other remote locations – a capability that can remove the need to staff a boiler room operation or outsource service overseas. Since Contact Center for Hosted PBX with integrated call queuing is instantly scalable via an easy-to-use user interface, responding to call demand becomes an effective just-in-time process that makes maximum use of resources and enables consistent customer responsiveness.

Highlights of Contact Center for TelePacific Hosted PBX include:

  • Three standard levels of functionality that permit easy customization (buy only what you need)

Basic – Includes queuing with advanced call distribution routing (simultaneous, circular, weighted distribution)

Standard – Includes all Basic features plus reporting, agent login/logout, agent state (available, wrap-up, etc.), escalate calls to supervisors, more

Premium – Includes all Standard features plus the ability to prioritize calls in-queue, place outbound calls on behalf of the queue, silently monitor agents, provide an announcement message to agents before connecting a call, more

  • Optional Graphic User Interface (GUI) that makes management of calls, agents, and queues even more instinctive and easy
  • Easy Scalability – Add 1 -100 agents at any time
  • Easy Management of call routing, agents, and statistical reporting through the HPBX Self-service portal
  • Continuity peace of mind with automatic routing of calls so customers can get through even when there’s a problem with the primary number or location

About TelePacific

TelePacific Communications provides comprehensive connectivity, cloud and continuity solutions to 40,000 companies ranging from small businesses to enterprises with hundreds of locations. Headquartered in Los Angeles, the Company serves companies and organizations anchored in California, Nevada and Texas. Its multiple award-winning network and communications solutions and focus on customer service have powered 49 consecutive quarters of growth. TelePacific’s broad portfolio of customer solutions enables anywhere-to-anywhere communications, at any speed, helps businesses run more efficiently, improves collaboration and ensures against business interruptions.

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Douglass Brownstone
since: 04/2009
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TelePacific Communications
since: 10/2009
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