Contact Center

Norstar’s Cloud Contact Center solutions provide more functionality than traditional hardware-based systems, often at a fraction of the cost. With a “pay-as-you-grow” solution model, businesses can forego expensive investments in on-premises hardware and in-house management. With advanced routing options, Contact Center Systems take all of the guesswork out of handling calls, allowing your contact center agents to deliver superior customer service, in record time. Coupled with advanced call-center and agent reporting, you can track the success and productivity of each of your agents, individually. Norstar’s unified omnichannel contact center enables agents to collaborate with everybody in the organization using the device(s) of their choice. Norstar’s Contact center solutions are incredibly scalable. We make it as easy as possible to add new users so a contact center can continue to grow unimpeded. Norstar Contact Center solutions support a broad range of businesses with intelligent queues, coaching tools, real-time reporting, and more. Our Contact Center software allows you to easily add and remove chairs as your needs change. With ACD, call queuing, alternate routing, and queue monitoring, you can stay prepared for changing call volumes.

Norstar’s Contact Center solution provides a comprehensive set of in-depth, real-time and historical data on agent and queue activity, utilization and performance. Your contact center’s efficiency is the foundation to your customer service agents performance. Manage and leverage quantitative data with our reporting and analytics services. Gain valuable insight to fine tune your customer interactions to attract and retain customers. Norstar’s Contact Center features give contact center managers the power to turn raw contact center data into usable information that helps propel a business forward. Allow your agents and customers to interact over multiple channels (calls, email, text/SMS, web chat, web call back, social) and deliver a consistent customer experience across all communication channels.

An effective contact center means more sales, more satisfied customers, and more profit. To get the most out of your contact center, you need a cost-effective solution that’s sized for your business. Norstar can improve your contact center and save you money with a move to our robust yet simple cloud platform. Norstar Contact Center solutions integrate inbound and outbound voice with chat, web collaboration, video and e-mail, enabling agents to support multiple, unique and individualized interactions simultaneously.

Imagine being able to know instantly when customers have been waiting in a call queue for more than a minute and be able to instantly pull a customer out or add agents to reduce customer wait time. Know instantly when a support technician has been on the phone for more than 15 minutes. With our real-time business analytics, your business can be optimized for peak performance in real-time. A well designed and implemented integrated contact center automates the delivery of contacts, in a variety of forms, to the appropriate resource within your organization.

With contact center capabilities and Norstar’s UC Cloud Voice, you can improve customer engagement and interaction across multiple communication channels – voice, email, web chat, fax and social. Besides improving customer satisfaction, our Contact Center solution can increase employee productivity and offer you savings.

Providing an optimal customer service experience requires capabilities, such as intelligent routing, detailed reporting and diverse communication mediums to meet diverse end-user requirements. And Norstar’s contact center services provide you with these features and much more. it provides a broad set of reports to help maximize the performance and efficiency of contact centers.

Our solution allows you to make your move to automatic contact distribution easily and economically, by creating a virtual contact center with agents working from any desk, in any office. Our cloud-based platform also lets you extend contact center services to other sites, virtual contact centers or home-based agents for greater operational flexibility.

Norstar provides on-demand, premium contact center voice origination and termination to contact centers, IVR and voice broadcasting providers with short duration needs, specifically those using predictive dialers, auto dialers, voice broadcasting or robocalls. Norstar’s high-performing switch and redundancy capabilities can handle exceptionally large amounts of concurrent calls without sacrificing quality. And unlike many other service providers, we actually complete our calls. Norstar Cloud Contact center incorporates a complete suite of Cisco-based cloud communications and collaboration solutions as well as CRM integration, workforce management, real-time monitoring and reporting features.