EarthLink: 99.999 Percent Uptime Guaranteed With Customer Engagement Platform
EarthLink (ELNK) has launched a platform that enables businesses to “engage in more intelligent customer conversations.”
The Atlanta-based communications, Internet and managed IP services provider this week unveiled Hosted Contact Center, its multichannel customer engagement platform.
Hosted Contact Center is designed to quickly route customers to call center representatives who possess the appropriate skills on the first attempt and make it easier for businesses to deploy support staff in multiple locations.
EarthLink added that Hosted Contact Center “delivers the highest levels of voice quality and service availability” and allows businesses to interact with customers via email, live chat, phone, social media and web.
“Hosted Contact Center helps businesses improve their care experience and keep their customers happy,” Rick C. Froehlich, EarthLink’s executive vice president of products and consumer, said in a prepared statement. “Our customers will enjoy the easy management, automatic upgrades and new features that help them deliver better value and capitalize on every interaction.”
What does Hosted Contact Center offer businesses?
Hosted Contact Center is fully integrated with EarthLink’s Hosted Voice unified communications (UC) solution and provides businesses with:
- 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 also noted Hosted Contact Center can help ensure “that businesses never miss [an] interaction or [a] sales opportunity.”
“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 Talkin’ Cloud.