Cloud PBX

Contact Center

Contact Center is a Coeo solution that allows for premise based phone system contact center or call center replacement. Typically, these systems would have to be continually serviced and maintained. Moves, adds and changes are at the businesses expense. Never before has there been a hosted product that could be a complete premise-based replacement. Coeo offers a platform that gives the features and services our clients have grown accustomed to.

  • 1

    Centralized control

    Centralized analytics and rules drive single distribution engine for both premise-based and cloud-based agents

  • 2

    Distributed resource optimization

    Real-time status from all systems balances workloads and optimizes best-agent routing across locations

  • 3

    Global visibility

    Real-time global dashboards unify and correlate metrics from multiple systems and sites

  • 4

    Graceful cloud migration

    Gradually move to cloud rather than perform expensive and risky “rip and replace” or gradual silo approach

  • Essential Package

    • Global voice ACD queuing & distribution
    • Agent presence & state management
    • Call recording and monitoring
    • Canned reports
    • IVR call routing
  • Standard Package

    • Skills-based routing
    • Voice / web call back
    • ACD analytics
    • ACD predictive analytics-driven routing
    • Workforce Optimization*
    • Workforce Management – Quality Management –Voice, Text & Desktop Analytics
    • Agent screen pop / CRM integration
    • Outbound Campaigns*
    • Speech-enabled IVR*
  • Premium

    • Omni-channel contact center manages voice, chat, email, and social* interactions
    • 360° Analytics provides cross-system insights to improve efficiency and profitability
    • 360° Predictive Analytics-driven routing

Get in touch at 844.300.2636(COEO)

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