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EarthLink has unveiled its new Hosted Contact Center, which will be fully integrated with the copmany’s Hosted Voice, to allow businesses to engage in better customer conversations via email, live chat, Web, phone or social media.
The new solution supports multichannel engagement by allowing chat, email, voice and social media interactions to be routed to a single interface and integrate with existing CRM systems.
The Hosted Contact Center also offers business continuity and disaster-recovery protection and is PCI and HIPPA compliant. Different service levels are available depending on business needs. The contact center is all managed in the cloud so, EarthLink says, no IT staff support is required.
“We needed a new call center solution with more robust functionality and reporting, and EarthLink’s Hosted Contact Center delivered,” said Jeff Cogley, IT Manager, Continental Building Products. “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. I continue to receive positive feedback and plan to stay ahead of the curve by taking advantage of future enhancements and expanding its use across channels.”