FairPoint Launches Cloud Contact Center

FairPoint Communications, a provider of advanced communications technology in northern New England, has launched its Cloud Contact Center application, which leverages Voice over IP (VoIP) technology, as a cloud-based feature enhancement to its Hosted PBX and SIP Trunking solutions.

FairPoint's Cloud Contact Center delivers call center capabilities, both through traditional voice support and multimedia applications like instant messaging, online chat, email, and social media queuing. It offers automatic call distribution (ACD), interactive voice response (IVR), unified messaging, workforce management, computer telephony integration, performance analytics, and more. FairPoint's Cloud Contact Center can also assist customers with their overall disaster recovery and business continuity by enabling contact center agents to re-establish service from any location if their primary workspace is unavailable.

"Cloud contact centers offer numerous advantages for customer service operations, such as lower start-up costs, usage flexibility, and elimination of separate or multiple maintenance contracts," said Greg Ross, FairPoint's vice president of product management, in a statement. "With regular software upgrades and maintenance included, businesses also benefit from continual feature enhancements."