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Contact Center Suite

Swordfish provides the complete contact center solution with all the modern features.
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Your Contact Center Needs Every Advantage

With your agents constantly handling customer inquires in the form of calls, chats and tickets, you need a smooth running machine to ensure the best agent productivity and customer satisfaction by decreasing hold times and ensuring a first call resolution every time. Our Contact Suite can provide:

 

  • Even load distribution across all agents whether in an office or working remote
  • Automatic queue overflow during heavy traffic periods
  • Intelligent wait announcements give average hold times or place in line to callers
  • Call monitoring, recording and coach whispering are excellent training tools
  • Real time monitoring of queue and employee activity as well as agent presence
  • Play music or promotional messages to callers that are unique to each queue

QoS and Encryption for
Contact Centers

Ensure call quality and regulatory compliance for all communications.

  • Optional two way quality of service on all calls

  • Securely recorded calls for authorized playback

  • Automatic Service Level Alarms and Notifications

Enterprise Grade Features for Your Contact Center

Take more calls, manage higher ticket volumes and increase your customer satisfaction ratings.

  • Routing / Queues

  • Dynamic Agents

  • Listen, Whisper, Barge

  • Call Recording

  • Skills-based Routing

  • Call Detail Reports

  • Customer Call Back

  • Real Time Manager

How a Contact Center Solution Benefits your Company

Customer Satisfaction

Customers will appreciate reduced hold times and increased first call resolution. Which will increase your NPS, CSAT and SLA scores.

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Agent Productivity

Better tools for success like call escalation, customer callbacks and detailed reports help your agents better support your clients.

Company Benefits

Reduce agent training times, increase company-wide visibility, and improve insights via the use of analytics and reporting tools.

Swordfish has come to our rescue. How they designed a system that has such a broad range of functionality on such a reliable platform for such a low price point is beyond me. We love the quality of the service in our call center. The report package gives an excellent presentation of the essential stats we need to run the operation.

Brad Green

President, Lightning RV - a Wholly Owned Subsidiary of Camping World

Make a Measurable Impact on Your Contact Center Metrics

We get that your Contact Center is the life blood of your organization. With a hosted solution in your contact center, your whole company will reap the benefits.

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  • IMPROVEMENT IN FIRST CALL RESOLUTION 60% 60%
  • INCREASE IN AGENT PRODUCTIVITY 70% 70%
  • DECREASE IN HOLD TIMES 30% 30%
  • INCREASE IN CUSTOMER SATISFACTION 75% 75%
  • OVERALL CONTACT EFFICIENCY 70% 70%

Pricing Tiers Custom Tailored for Contact Centers

Essentials

Get Your Contact Center Started
Call
  • Four Types of Queue Logic
  • Real Time Presence and Call Management
  • Place and Avg. Wait Time Announcements
  • 24x7x365 Support
Get Started

Standard

For the Established Contact Center
Call
  • Essential Features Plus –
  • Six Types of Queue Logic
  • Listen, Whisper, Barge and Record
  • Skills Based Routing
  • Historical Reports
Get a Quote

Advanced

For the Highest ROI
Call
  • Standard Features Plus –
  • Virtual Queue with Automatic Call Back
  • Enhanced Skills Based Routing
  • Gamification Style Reports
Get the Best

We work the way your agents already work.

Equip your agents to better serve your customers with integrations to the at-work and ticketing software they already use.

Swordfish Business is a powerful tool to add to your Contact Center.

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