Addressing the Top Concerns of the Contact Center

Mark Speer

In the ever-evolving era of digital communications, contact and call centers have their work cut out for them: making sure customer service, productivity, and collaboration remain top-of-mind are the chief concerns of the call center operator. But these crucial elements are tough to maintain if your connectivity is anything less than stellar. thinQ addresses the call center’s primary concerns for its network in a few ways:

Many call centers are one-carrier networks, but network quality is a challenge to upkeep as no one provider can supply the best service all the time everywhere. This is where thinQ is revolutionizing the options for call centers: we work with renowned providers and connect call centers to the best carriers in the country in a price-competitive model. We are breaking the mold of the one-carrier network.

Real-time configuration is the name of the game with today’s networks. The faster and easier you can manage your solution, the better your customer service. thinQ prioritizes accessibility, configuration, and easy management, so your call center can focus on delivering superior customer service. No more searching for records or dealing with cumbersome software. thinQ’s solution helps you resolve calls more quickly and focus on your customers.

Disaster Recovery
No one likes an outage, but they happen! And unless you’ve planned for one with backup and disaster recovery technology, you lose precious minutes and precious customers. thinQ keeps your call center up and running by diverting traffic within minutes of an outage, providing real-time, customer-controlled disaster recovery for toll free, and near real-time carrier switching. Your total routing solution should work, even when the network goes down.

Least Cost Routing (LCR) is a powerful tool for reducing usage rates and seeing substantial savings — and for call centers, that’s huge. thinQ profiles your traffic across four carriers, and optimizes it weekly for the best route and price so you stay under budget and on top of your customers. No other carrier has ever offered dynamic LCR and disaster recovery for toll-free, and at rates normally reserved for the largest users.

Looking for a “better way” to power your voice and text messaging? Get a demo of thinQ’s solutions today.

Date posted: March 9, 2021

Topic: CPaaS   Inbound Voice   Intelligent Call Routing   Outbound Voice  

Tags: Call Center   Contact Center   Least Cost Routing  

Mark Speer

As VP of Product Management & Carrier Relations, Mark ensures that thinQ’s products deliver maximum value and efficiency across a wide variety of implementations. When he’s not working with our carriers to make sure calls complete, he enjoys classic cars, traveling, artwork and exploring the desert southwest. He also enjoys spending time with his wife and family in Tucson, Arizona where they reside.

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