Windstream Enterprise (WE), a leading managed communications service provider, has announced new omnichannel capabilities within its OfficeSuite UC® Contact Center Service (CCS) platform to connect all of a company’s touchpoints and sustain the context of each customer interaction across multiple digital channels.
OfficeSuite UC CCS centralizes voice, chat and text messaging management within its interface, equipping contact center administrators and their agents with advanced visibility and control. These features within the platform are designed to improve agent efficiency, while enabling customers to move seamlessly between communication channels without encountering any dead ends, resulting in a superior customer experience.
“Our CCS platform has been developed with features that enterprises need to meet customers in the digital channel of their choice and integrate all touchpoints into one unified experience,” said Austin Herrington, vice president of product management, Windstream Enterprise.
Enhancements to the platform include advanced skills-based routing, which allows administrators to auto-route incoming communications to the most suitable agent based on call priority, agent proficiency and availability.