Contact Center

First-Class Customer Service

Customer service is central to success. To deliver exceptional customer experiences and build strong relationships, you need a powerful and reliable contact center solution. And that’s where Granite’s Contact Center, also known as ACD (Automated Call Distribution) comes in. Running over Granite’s VoIP platform and with its advanced communication tools and customizable features, our Contact Center is designed to meet the unique needs of your business. Embrace the future of customer service with Granite and achieve the impossible.

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Common Features

Build Better Customer Relationships

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Data Center Features

  • 24/7 Network Monitoring
  • On-demand Scalability
  • Certified PC1 DSS 3.0 SSAE 16
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Reporting & Analytics

  • Real-time stat display & bulletin board
  • Real-time graphical dashboard
  • Detailed call & agent statistics
  • Customized contact center reports
  • Customized multi-level dispositions
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Call Center Group

  • Multi-skill routing
  • CRM Integration (CTI)
  • Agent call-flow scripting
  • IVR integration for self service
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Quality Management

  • Call recording with agent notes
  • Call recording with agent notes
  • Agent coaching & evaluation
  • Agent & web chat logs
Cloud security

Workforce Management

  • Forecasting & scheduling
  • Vacation automation & shift-trade portal
  • Real-time adherence view & reporting
Granite Cloud Services

Queue Features

  • Inbound/Outbound Voice Queues
  • Email, chat, SMS, social media
  • Automated threshold SMS Alerts
Boosting Efficiency & Performance Is Easy

How Your Business Can Benefit

In contrast to comparable hardware solutions, Granite’s Contact Center solution could save you up to 45% of your contact center operating budget over the first three years.

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Still Have Questions?

FAQ 

Cloud contact centers offer scalability, reduced infrastructure costs, enhanced customer experience, and the ability to provide remote customer support, among other benefits.

At Granite, we are committed to providing comprehensive support to ensure your success in managing your contact center.  You will receive agent & administrator training and will have access to a vast knowledge base.  Our support team is open 24/7.

On-premises contact centers require physical infrastructure, while cloud contact centers are hosted in the cloud. Cloud centers offer greater scalability and cost-efficiency.

For insights, please review this white paper: Total Cost of Ownership

The Contact Center portal is unique to each customer.  Please contact your Client Services Representative to obtain your portal information.