CALL CENTER / CONTACT CENTER

INCREASE OPERATIONAL EFFICIENCY & REDUCE COSTS.

The absolute latest in contact center optimization and utilization.

Enhance and streamline your customer’s experience with our

advanced cloud contact center platform.

Automatic Call Distribution Call Monitoring/Coaching Real-Time & Historic Reports

True Omnichannel Experience

Allow your agents and customers to interact over multiple channels (calls, email, text/SMS, web chat, web call back, social

channels) in a unified cloud contact center environment that improves agent productivity and customer experience and deliver

a consistent customer experience across all communication channels. Manage customer interactions over web, voice, email,

chat and social channels.

Transform your contact center into a strategic business asset through an omni-

channel cloud-based solution using predictive analytics to improve your

customers’ experience and lower costs.

Fully Customizable Cost-effective

NO expensive equipment to buy

Real Time Statistics and Agent Reports

Manage your Agents, configure your ACD

Set-Up Hunt-Groups online through the

Admin Portal

Supports multi-location call centers

Web Console (Supervisor)

Presents supervisors with an intuitive real-time view of all calls and agents.

View status & manage agents, queues, and queued calls; view & manage

reports.

Give your supervisors full visibility into agents' performance with robust

reporting tools.

Web Console (Agent)

Give your agents the tools they need to provider better customer service

and close more sales.

View & manage incoming calls, escalate to supervisor, set Availability status,

and more.

Empower your agents with fully featured Instant Messaging and Presence.

Call Recording

Fully record all of your inbound and outbound communications on a per

extensions basis. We can design the solution to allow you to manually record

from your phone or Norstar desktop software.

Analytics Driven

Predictive analytics that dynamically matches customers and agents using the

agent, customer, and interaction history data to optimize resolutions.

Use real-time and historical metrics to make queue management and staffing

decisions.

Salesforce Integration

Click to call, call logging, call control, and real time caller information, all

Within the sales force environment.

Management, administration, routing and reporting all from within

Salesforce.

Omni Channel

Manage customer interactions over web, voice, email, chat and social

channels.

Powerful Reporting

Use real-time and historical metrics to make queue management and staffing

decisions.

Get real-time reporting on contact center capacity, utilization and

performance.

Intelligent Queues

Increase your first call resolution. Route incoming calls to employees based

on agent or team skill sets.

Improve the customer’s experience with:

• Real- time analytics. • Historical call reporting. • Interactive Voice Response.

Workforce Optimization

Speech enabled Interactive Voice Response (IVR), Automatic

Call Distribution (ACD) and Workforce Optimization (WFO).

Automated Call Distribution (ACD)

Route callers to the right queue, with the right priority to the right skilled

agent.

Collaboration

IM chat and presence promote real-time teamwork.

Easy Administration

Simple workflow editing: Allows customer to visually build and edit simple or

complex communications workflows for all types of communications and

scripts.

Allows you to work seamlessly across multiple locations, and even

incorporate remote workers.

• Analytic driven routing. • Call Monitoring/Coaching. • Call routing by queue, day, time, and customer service representative (CSR) ability. • Monitor, whisper, barge capabilities. • Easily maneuvered admin panel for additions and changes.

Inbound Social Media Multi Channel

Sales, Customer Service, Telemarketing, Inbound, Outbound,

Blended, and Omni-Channel contact centers.

MEASURE AND ANALYZE RESULTS WITH BUILT-IN REPORTING

Secure and controlled facility

Business continuity and disaster recovery

Temperature-controlled environment

Redundant environment Variety of configurations (racks, full cabinets, secure cages) Monitored data center environment

Patch management Power backup

UPS

TRUE OMNICHANNEL EXPERIENCE

• Customizable Automated Call Distribution (ACD)

• Web Console (Agent)

• Coaching Tools

• Customizable Greeting & Queue Messages

• Web Console (Supervisor)

• Powerful Reporting

• Flexible Staffing & Oversight

• Intelligent Queues • Collaboration Tools

REAL-TIME QUEUE REPORTS:

STAY ON TOP OF YOUR CONTACT CENTER AND STAFFING PRIORITIES WITH NORSTAR’S

REAL-TIME QUEUE REPORTING. KNOW HOW MANY AGENTS ARE ON CALLS, MEASURE

THEIR ACTIVE TALK TIME, AND TRACK CURRENT CALLS IN QUEUE.

INCREASE OPERATIONAL EFFICIENCY & REDUCE COSTS: THE ABSOLUTE LATEST IN

Access Real-time Dashboards, and Displays

Norstar’s cloud-based call center platform saves you money by removing what you

don’t need and giving you more options that work:

Here at Norstar, we offer a suite of contact methods like instant messaging, SMS

text, email and online chat, so that our clients can ensure that their customers

experience a more dynamic means of service.

MOBILITY FEATURES

Our software is designed specifically to keep employees connected and working from any device. Now your contact center agents can be located anywhere!

Flexibility for administrators and agents to do their job from anywhere. A virtual call center like Norstar’s Call Center enables you to support teams with home workers, off-site employees, and staff at multiple branches to operate as a single unit.

Call Center Plans:

NPA/NXX OR FLAT RATE OPTIONS

Norstar delivers dialer friendly pay-as-you go pricing with your choice of NPA/NXX or flat rates.

DISASTER RECOVERY & REDUNDANCY

Your call center needs to be available 24/7 regardless of the weather outside. With Norstar SIP trunking, calls

are re-routed automatically in the event of power or Internet outage.

Our portfolio includes High Call Completion and High Call per Second Capability Inbound Toll Free and

Outbound Long Distance with a “Free Trial” offer to pre-qualified candidates. S

POWERED BY 99.999% GUARANTEED UPTIME

Or Call Customer Service 1-888-755-4589

RAINING

FREE LIVE ONE-ON-ONE TRAINING INCLUDED FOR AGENTS, SUPERVISORS, AND ADMINISTRATORS