Contact Center Powered by Telax

The only powerful, flexible and customizable platform built right into the network

Cost Savings: Our cloud contact center leverages a Software as  a Service (SaaS) model to deliver a customizable, robust, and easy  to use platform without the need for any upfront costs or expensive equipment. And with automatic software updates at no additional cost, you’ll always have the latest and most advanced contact center tools and technology at your fingertips.

In-Network Integration: Unlike most over-the-top software solutions, Telax’s unique partnership with your Communication  Service Provider enables your cloud contact center to become part of your unified communications by integrating directly within your service provider’s network; delivering increased reliability, superior  voice quality, and faster more accurate resolve times.

Quality Monitoring and Control: Ensure you’re offering high-quality customer service every time to every customer by monitoring your agent’s calls. For example, the Whisper Barge-In tool will allow  your contact center supervisors to listen in on calls, and if needed, provide service advice to the agents, or barge into the call to speak  to the agent and customer.

Increased Management and Visibility: Get a 360 degree view of your contact center by looking at the real-time dashboards and alerts captured by the cloud contact center solution. Monitor your contact center statistics, call queues, service objectives, agent performance and so much more.

Highlights of this Feature-Rich Cloud Solution

Omnichannel Enabled

  • Automatic Call Distributor
  • Interactive Voice Response
  • Integration of Digital Channels
  • Preferred Agent Routing
  • Last Agent Email Routing 

Business Intelligence

  • Customized Reports
  • Real-Time Display and Bulletins
  • Custom Multi-Level Dispositions
  • Real-Time Graphical Dashboard
  • Custom Agent Activities 

Unsurpassed Reliability

  • 24/7 Network Monitoring
  • On-Demand Scalability
  • Geographical Survivability
  • Maximum Disaster Preparedness
  • Service Provider Integration

Workforce Optimization

  • Forecasting and Scheduling
  • Multiple Interaction Recordings
  • Live Monitor, Whisper, Barge-In
  • Agent Coaching and Evaluation
  • Real-Time Adherence