EarthLink strengthens managed services ties with hosted contact center platform

EarthLink has introduced its Hosted Contact Center service, one that can tune into how businesses interact with customers via e-mail, phone or social media.

Delivered as an integrated service with its Hosted Voice service, EarthLink said it can guarantee 99.999 percent uptime and 4.0 voice quality Mean Opinion Score (MOS) to give customers a good experience in using the Hosted Contact Center platform.

The platform can support multichannel engagement by enabling chat, email, voice and social media interactions to be routed to a single interface and integrate with existing customer relationship management (CRM) systems. Business customers can choose from Standard, Premium and Platinum service levels depending on their particular needs.

In addition, the service uses queuing to reduce wait times and ensure that high priority customers get routed more rapidly to people with the appropriate skills on the first call attempt. Workers in multiple locations or teleworkers can also be quickly deployed to extend business hours, while management can monitor conversations and call recordings.

Businesses can also use Hosted Contact Center as a business continuity and disaster recovery tool. Being a managed service hosted in the cloud, EarthLink can provide technology upgrades for customers without the requirement of buying new equipment.

Already, the Hosted Contact Center platform has been adopted by Continental Building Products, a North American-based wallboard and joint compound materials supplier. Continental is also leveraging EarthLink's MPLS network, Hosted Voice, Secure Remote Access, Hosted Exchange and TechCare help desk platforms.

"Continental's Sales Service team sets the tone for our entire customer experience, and Hosted Contact Center's improved routing, controls and reporting streamline those customer interactions and boost the team's productivity," said Jeff Cogley, IT manager, Continental Building Products, in a release.

Providing services like Hosted Contact Center is one example of how EarthLink is expanding its managed network, cloud and IT services portfolio. In the third quarter of 2014, managed network and cloud and IT services remained a hot button for EarthLink, with revenues rising to $51 million, up from $45 million.

For more:
- see the release

Related articles:
EarthLink narrows Q3 net loss to $2M, but business, residential declines continued
EarthLink outsources 9-1-1 capabilities to Bandwidth, enhances focus on customer acquisition
EarthLink serves up Wi-Fi for multi-site businesses