EarthLink Launches Next-Generation Customer Engagement Platform

Top-ranked MSP 501 managed service provider EarthLink (ELNK) has launched a Hosted Contact Center, incorporating email, live chat, phone, social media and web. Here are the details.

Dan Kobialka, Contributing writer

November 25, 2014

2 Min Read
EarthLink Launches Next-Generation Customer Engagement Platform

EarthLink (ELNK), the top-ranked managed service provider (MSP) on this year’s MSPmentor 501 Global Edition, has launched a Hosted Contact Center, designed to help businesses bolster their customer satisfaction levels. The new release incorporates email, live chat, phone, social media and web, and ensures businesses never miss an interaction or a sales opportunity, EarthLink said.

“Hosted Contact Center was a logical progression for EarthLink based on our strategy to enable our customers to better serve their end users and meet customer expectations,” Scott Yelton, EarthLink’s director of product management, told MSPmentor.

The platform also offers:

  • Business continuity and disaster recovery protection

  • No equipment requirements

  • Health Insurance Portability and Accountability Act (HIPAA) and Payment Card Industry (PCI) compliance

  • 99.999 percent uptime guarantee

EarthLink said Hosted Contact Center is integrated with the company’s Hosted Voice unified communications (UC) solution on a private network to deliver the “highest levels of availability and quality” as well.

“Because [Hosted Contact Center is] integrated with our Hosted Voice solution, the system holistically knows when a staff member is unavailable and fluidly routes the call to available personnel,” Rick C. Froehlich, EarthLink’s executive vice president of products and consumer, said in a prepared statement.

Reducing customer wait times

EarthLink said Hosted Contact Center can help businesses reduce their customer wait times, and ultimately, improve customer satisfaction levels.

The Atlanta-based MSP noted Hosted Contact Center ensures businesses can better support “staff effectiveness … as customers are quickly routed to people with the appropriate skills on the first attempt.”

Hosted Contact Center also enables businesses to deploy customer service staff from multiple locations beyond traditional operating hours, according to EarthLink.

“[This platform] helps businesses improve their care experience and keep their customers happy whether they interact via the web, social media or phone,” Froehlich added. “Our customers will enjoy the easy management, automatic upgrades and new features that help them deliver better value and capitalize on every interaction.”

Share your thoughts about this story in the Comments section below, via Twitter @dkobialka or email me at [email protected].

About the Author(s)

Dan Kobialka

Contributing writer, Penton Technology

Dan Kobialka is a contributing writer for MSPmentor and Talkin' Cloud. In the past, he has produced content for numerous print and online publications, including the Boston Business Journal, Boston Herald and Dan holds a M.A. in Print and Multimedia Journalism from Emerson College and a B.A. in English from Bridgewater State College (now Bridgewater State University). In his free time, Kobialka enjoys jogging, traveling, playing sports, touring breweries and watching football (Go Patriots!).  

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