US telephony company Telcentris has launched the Hosted Contact Center at the Channel Partners Conference & Expo. An enhanced hosted system for inbound and outbound call centre management, it is designed specifically for the cloud. It features inbound Automatic Call Distribution (ACD), predictive dialling, call recording and monitoring and full Customer Relationship Management (CRM) integration. Telcentris offers both hosted contact centre and hosted IP-PBX systems, which work together thereby providing centralised billing, support and a single point of contact for the business’ overall phone system needs. Full automatic routing features enables validation of callers, call forwarding, balancing the use of phone lines and other services. Advanced routing features include skills-based routing, geographic call distribution and self-service complex IVR. The product is able to support thousands of simultaneous call centre agents and is available for both inbound and outbound calls. Additional tracking features include real-time statistics, real-time reporting and detailed reporting. Contact centre API can be used to integrate with any number of third-party applications and CRM packages, including Salesforce.com. Other features include unlimited queues, event-based messaging, web-based administration, CTI/screen pops, live chat, click-to-talk / click-to-queue, reverse matching, scripting/survey engine and DTMF queue events.
Hosted Contact Center pricing ranges between USD 90 and USD 125 per seat monthly, plus usage charges. Packages can include DIDs and/or toll-free phone numbers, and use Telcentris’ VoIP network, service delivery platform, calling rates and business-grade telephony services such as hosted IP-PBX and SIP trunking. Telcentris’ Hosted Contact Center requires minimal upfront investment, and can be deployed in a matter of days by businesses of any size, though it is particularly well-suited for small and midsize companies. Hosted Contact Center is a core product of Telcentris’ Channel Partner Program and is therefore available with the company’s highest channel commission structure of 20 percent commissions for agent partners and higher for eligible master agents. Hosted Contact Center is an offering of the VoxOx In Business division at Telcentris.