EarthLink has launched its new Hosted Contact Center solution supporting multichannel engagement with features that include chat, email, voice and social media interactions. The service includes a single user interface that integrates with existing CRM systems. EarthLink’s Hosted Contact Center is also integrated with the company’s Hosted Voice platform which provides service level guarantees for 99.999% uptime and 4.0 voice quality Mean Opinion Score (MOS.)
Hosted Contact Center features queuing so high-priority customers get routed more quickly. Business continuity with disaster recovery protection, along with PCI and HIPPA compliance, are also featured. Standard, Premium, and Platinum service tiers are also available.
Continental Building Products, a leading wallboard and joint compound materials supplier, recently implemented EarthLink’s Hosted Contact Center. Commenting on the service in a statement, Jeff Cogley, IT Manager, Continental Building Products, said, “Continental’s Sales Service team sets the tone for our entire customer experience, and Hosted Contact Center’s improved routing, controls and reporting streamline those customer interactions and boost the team’s productivity. In addition, rollout was fast and easy and the solution was very intuitive for our employees to learn.”
Rick C. Froehlich, EarthLink Executive Vice President, Product and Consumer, added, “Hosted Contact Center helps businesses improve their care experience and keep their customers [and] because it’s integrated with our Hosted Voice solution, the system holistically knows when a staff member is unavailable and fluidly routes the call to available personnel. Our customers will enjoy the easy management, automatic upgrades and new features that help them deliver better value and capitalize on every interaction.”
In other news, Mitel announced in a brief statement that it has withdrawn its proposal to acquire ShoreTel. According to the company’s statement, “the decision to terminate the proposal early was made in light of the repeated refusal of ShoreTel's Board of Directors to engage in discussions of any kind regarding a potential transaction.”
Mitel had made two offers to acquire ShoreTel, disclosing the conditions to the public. ShoreTel's board of directors spurned the Mitel offers – also in view of the public.