Penstar Contact Center

Manage interactions across channels

Create a high-quality inbound and outbound communications experience for your customers and employees. Our feature-rich Contact Center solution expands on basic call center functionality to deliver advanced capabilities— such as the ability to see full customer history with each interaction, no matter if it’s SMS, chat, email or voice—with a clean and intuitive interface

Contact Center Dashboard

All-in-One or Custom:
Build the Right Solution for Your Clients

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Queue Treatments

  • Skills-based routing
  • Queue actions/rules
  • Call back in queue (CBIQ)
  • SMS Keyword Responder
  • Custom routing logic support
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Channel types

  • Voice
  • SMS
  • WebChat
  • Email
  • Facebook for Business (coming soon)
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Agent experience

  • Web-based UX
  • Downloadable client
  • Browser-based softphone
  • PBX phone support
  • Call dispositions
  • Call notes
  • DND codes (agent state)
  • Screenpop/agent scripting support
  • Contact history display
  • Canned responses
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Quality assurance

  • Call recording
  • Coaching and silent monitoring
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Dashboards and reporting

  • Standardized reports
  • Customizable reports
  • Report subscriptions
  • Customizable dashboards
  • Real-time agent dashboard
  • Real-time queues dashboard
  • Export data for external analytics
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Third-party integrations

  • CRM: Salesforce and more
  • Microsoft Teams
  • Cloud storage (AWS, Google, Azure, SFTP, FTPS)
  • TTS (Google, Microsoft, IBM Watson)
  • ASR (speech recognition)
  • WFM support
  • Chatbot support

Seamless Experiences,
Smarter Solutions

Unify your communication channels, streamline your data, and empower your teams to deliver seamless customer and employee experiences—all while optimizing costs and driving business growth.