PRESS RELEASE: FairPoint Communications announced the launch of its Cloud Contact Center application. This advanced call center management solution leverages Voice over IP (VoIP) technology to provide the tools necessary to manage a modern customer service operation that meets the evolving needs of today’s consumers.
As a cloud-based feature enhancement to FairPoint’s Hosted PBX and SIP Trunking solutions, FairPoint’s Cloud Contact Center enables businesses to avoid expensive investments in on-premises hardware and in-house management while FairPoint provides regular upgrades and software maintenance. According to Frost & Sullivan, cloud contact center services delivered significantly lower total cost of ownership (TCO) than comparable premise-based systems for all configurations analyzed over three-year and five-year terms.
“Our research shows that companies are choosing cloud-based applications for greater speed and ease of deployment, lowered total cost of ownership, increased flexibility, as well as business continuity and disaster recovery features,” said Brendan Read, Industry Analyst, Frost & Sullivan. “Offering cloud contact center functionality with hosted PBX enables organizations to productively connect with customers and meet their needs whether through formal or informal contact centers, with individual departments or representatives, and/or with subject matter experts. Having an integrated hosted solution like FairPoint’s provides a convenient all-in-one application that promises to cover the breadth of companies’ communications requirements.”
FairPoint’s Cloud Contact Center delivers critical call center capabilities – both through traditional voice support and also through multimedia applications like instant messaging, online chat, email and social media queuing. It offers automatic call distribution (ACD), interactive voice response (IVR), unified messaging, workforce management, computer telephony integration, performance analytics and more. FairPoint’s Cloud Contact Center can also assist customers with their overall disaster recovery and business continuity requirements by enabling contact center agents to re-establish service from any location if their primary workspace is unavailable.
“Cloud Contact Centers offer numerous advantages for customer service operations, such as lower start-up costs, usage flexibility, and elimination of separate or multiple maintenance contracts,” said Greg Ross, FairPoint Vice President of Product Management. “With regular software upgrades and maintenance included, businesses also benefit from continual feature enhancements.”
FairPoint offers two subscription service tiers for Cloud Contact Center seats – Gold and Platinum.