Contact Center Site Services

A contact center is a dedicated office of representatives set up to receive and field a high volume of contacts (phone, chat, email, etc.) from customers and potential customers. Contact centers can be organized to serve a number of business purposes, including inbound and outbound campaigns, customer service, IT support, and more. 

EOTSS now offers two contact center options, depending on the size of your contact center and the scope of your reporting needs: Avaya and Five9.

An Avaya call center is recommended for non-complex call routing, with minimal reporting.

Ex.: You need to receive and route callers to a single group of agents and report on call volumes.

A Five9 contact center is recommended for complex customer engagement, including recording, call back and outbound campaigns.  Five9 offers phone, chat, email and other self-service options that are not available in an Avaya call center.

The MassVoice team will work with you and our vendor to build out and manage a call center that meets your needs, ensuring network connectivity and assigning a phone number(s) for the call center. 

Learn more about MassVoice.