The Benefits of ETI Contact Center Software as a Service (CCaaS)
ETI Contact Center enables organizations to handle customer interactions more efficiently while gaining actionable insights into performance and demand. With voice, email, and chat in one solution, teams can respond faster, work smarter, and deliver more consistent service. Because it’s cloud-based, ETI Contact Center can be deployed quickly, helping businesses improve customer experience without long implementation timelines or heavy infrastructure investments.
Customer-Centric
Meet customers on their preferred channels—voice, email, or chat—with personalized communication.
Smarter Call Routing
Connect customers to the right agent at the right time to reduce transfers and frustration.
Improved Self-Service
IVRs and integrations help customers get answers faster while freeing agents for higher-value interactions.
Actionable Insights
Real-time reporting helps managers improve performance today and plan more effectively for tomorrow.
Stronger Outreach
Engage audiences more effectively with multichannel outbound communication.
Technology Designed to Improve CX—Right Now
Integrations Toolbox
Connect with leading CRM and productivity tools using built-in integrations and open APIs for streamlined workflows.
Unified Presence
Give agents visibility into availability across teams to improve collaboration while handling customer interactions.
AI-Powered Analysis
Search call recordings by sentiment and keywords, helping supervisors focus on conversations that matter most.
Flexible Workforce
Support remote agents and expand your talent pool without sacrificing performance or operational visibility.
AI-Powered Productivity for Customer-Facing Employees
Built-in tools such as AI Evaluator and AI Interaction Insights help organizations improve service quality, increase consistency, and respond more effectively to customer feedback.
AI Agent Assist
Make agents better and more confident with suggested responses, information retrieval, and task automation.
AI Supervisor Assist
Enhance agent management with smarter coaching, instant clarity, and improved agent performance in real time.
An Intelligent Contact Center Right Inside Microsoft Teams
Advanced Customer Interaction Management
Capabilities such as intelligent routing, call queues, supervisor monitoring, and real-time insights help teams handle higher volumes more efficiently and deliver more consistent customer experiences without leaving Microsoft Teams.
A Single App for Agents and Supervisors
Agents handle voice and digital customer interactions inside the Teams interface they already use, while supervisors gain visibility and control without added complexity. This reduces onboarding time and keeps teams productive.
Greater Productivity with Integrated ETI Elevate and ETI Contact Center
All-In-One Platform
Manage employee communications and customer engagement from a single, unified interface.
Advanced Call Handling
Access features like Dial-out, Callbacks, Relevant Caller Information, and Call Classifications directly.
Greater Flexibility
Quickly assign Elevate users to call queues without onboarding them to a separate application.
What Comes With Our Unified Communications Service
Phone System
Mobile
Desktop
Video Conferencing
Screen Share
Remote Office
Phone
Voice Mail
Presence Indicator
Fax
File Collaboration
File Backup
Phone System
- Cloud-based phone service with 90+ enterprise-grade features
- High-level network call quality and uptime
- Single web-based management portal
Fax
- ETI WebFax is a “virtual” fax service
- Receive and manage faxes via the web
- Transmits faxes directly from a Windows®-based PC
Voicemail
- Listen and manage from the desktop phone or through the mobile app
- Transcribed messages can be delivered via email or viewed on the mobile app
- Voicemail can be received or forwarded as a downloadable email attachment
Mobile
- ETI Elevate Mobile App: makes any mobile device a business communications tool
- Instant access to call anyone in the company
- Features: call transfer, call flip, and ability to manage multiple calls
Screen Sharing
- Real-time screen sharing improves collaboration and speed of decision making
- Browser-based and full HD—no downloads or extensions required
Presence Indicator
- See whether your company contact is available or busy on the phone
- Desktop phones include a busy lamp field (BLF) in the LCD display
- Desktop and mobile apps display presence information alongside each company contact
File Collaboration
- 2GB per user of storage for ShareSync backup and file sharing
- Access files stored in computers, mobile devices, file servers, and the web
File Backup
- Real-time backup of all files, mobile photos, and videos
- Point-in-time file restoration for quick recovery from ransomware and other data loss
Remote Office
- Phones can be plugged in to any location that has a network connection
- Remote desk phones work exactly the same way as they do in the office
Phone
- Phones are plug and play, delivered pre-configured to work with the Elevate service
- No special setup or technician required
- Polycom, Cisco and Yealink: several models to choose from to meet any business need
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