Qwest Contact Center Solutions    Cost-effective / On-demand / Integrated

Qwest Contact Center Solutions® is comprised of several flexible, scalable and highly reliable Qwest network hosted services that can work independently or together to assist customers in managing their inbound and outbound contact centers. These include routing and distributing requests to live agents without geographic limitations, Web chats, e-mail and self-help applications (both touch-tone and speech).  Qwest delivers these as on-demand, integrated services by leveraging our deep experience in managing carrier-class voice networks and our award-winning Hosted Contact Center services based on Genesys GVP and Frameworks Contact Center Platforms. The portfolio includes:

Qwest® Hosted IVR is a highly customizable interactive voice response (IVR) and speech recognition platform that integrates with your applications using the industry standard Voice XML programming language. Qwest Hosted IVR can work as a stand-alone application platform or integrate with your current Web applications and databases, automatic call distribution (ACD) and other vendor IVR’s utilizing computer telephony integration (CTI). Qwest Hosted IVR is customized to fit your specific business needs and provides the reliability and scalability of a network-based solution with the control and flexibility of a premises-based implementation. Download this product overview.

Qwest® Notify is a quick, reliable and easy way to notify your customers of important information. Qwest Notify service delivers a robust, multi-channel communications solution, providing your business with the power to easily deliver information by voice, e-mail, SMS message or FAX. Qwest Notify can provide automated notifications to your customers for a variety of events. Examples include appointment reminders, payment reminders and order ready for pick up, to name a few. Download this product overview.

Qwest EZ Route is a network-based IVR tool with an easy to use graphical user interface (GUI) that lets you to build self-service menu trees with multiple voice prompts in minutes. Via a Web browser, you can build an IVR solution that adapts rapidly to your changing environment. Qwest EZ Route is an elegant, simple solution that provides basic IVR functionality in a highly scalable and flexible environment. Download this product overview.

Q Routing® is a Qwest network-hosted contact center service that provides flexible call routing via a virtual contact center platform and eliminates the need for complex integration with multiple premises-based systems. Q Routing uses the Qwest network to route calls utilizing direct network-to-agent skills-based routing based on your unique business rules. Qwest understands the always-on nature of contact centers, and we can help you meet Disaster Recovery requirements.  Q Routing can help you virtualize the agent pool to ensure that even in the event of an emergency, natural disaster, or other business change, you are always able to serve your customers. Download this product overview.

Qwest® Toll Free Service is an advanced 8XX offering with a complete set of routing features to effectively distribute and manage calls to your business or contact centers.  When combined with Q Routing, EZ Route, or Qwest Hosted IVR, you receive the ability to route and manage contact center transactions in a highly efficient and cost-effective manner. Download this product overview.

Qwest provides tools to help you understand your customer’s experience.

Hosted IVR Reporting: Historically, knowing IVR call volumes and call peaks was acceptable. However, this data alone does not provide insight into transaction trending by application, nor does it provide insight into caller behavior and experience. Managers within the Customer Service, Marketing, Finance, and IT departments are interested in evaluating the success of their IVR self-service applications. Qwest recognizes this need and has built robust reporting tools into our network hosted IVR product. Qwest’s reporting helps you monitor and track customer interaction flows, so you can proactively update your strategy as your customer needs change.

Call Recording: Many contact centers use call recording to enhance agent productivity, gain additional insights to customer needs, and comply with regulatory and legal requirements.  However, the complexity and expense of acquiring and managing the necessary infrastructure prevents many businesses and government agencies from deploying this application.  Qwest® Call Recording is a cost effective voice recording solution that is easy to deploy, easy to use and very flexible.  The solution is fully network hosted so you can quickly build and manage a call recording program.  The system can be sized to support your contact centers across multiple sites and varying call volumes. Download this product overview.

Qwest takes the complexity out of managing the underlying technology infrastructure of your Contact Center, including the Customer Access Media, the Telephone Network, and the Hardware and Application layers.  Use our network-hosted services so you can focus on managing customer experience and performance metrics.