| FT-AMAZCONT-SELF | Self-managed | $154.00 | - Designed for contact centers already experienced with supporting their own staff.
- Both customer & ITS will have admin access to the contact center.
| - Basic Single Sign-On (SSO) Integration: The implementation of basic SSO to allow users to access the contact center system using their existing credentials.
- Custom outbound caller ID display for U-M number mapping and identity.
- In this self-managed model, the customer takes responsibility for Tier 1 end-user support. Troubleshooting escalations to Tier 2 (ITS) will be billable (T&M Service Order work).
|
| FT-AMAZCONT-BASIC | Basic | $458.00 | - Designed for small-scale and straightforward contact center needs.
- Focus on essential functionalities to get the contact center up and running efficiently.
| - Basic Single Sign-On (SSO) Integration: The implementation of basic SSO to allow users to access the contact center system using their existing credentials.
- Custom outbound caller ID display for U-M number mapping and identity.
|
| FT-AMAZCONT-ENHANCED | Enhanced | $687.00 | - Tailored for mid-sized contact centers seeking a balance between essential functionalities and enhanced capabilities.
- Designed to support growing operational demands with a mix of core features and advanced tools for improved efficiency and management. Perfect for organizations that require more than basic features but do not yet need the extensive customization and integrations offered at the advanced level.
| - Basic Single Sign-On (SSO) Integration: Implementation of basic SSO to allow users to access the contact center system using their existing credentials.
- Custom outbound caller ID display for U-M number mapping and identity.
- Some additional complexity in the build - limited number of key features found in the Advanced Service list.
|
| FT-AMAZCONT-ADVANCED | Advanced | $1,145.00 | - Aimed at larger, more complex contact center operations with advanced customization and integration needs.
- Emphasis on robust features that enhance functionality, control, and scalability.
| - All Basic features
- Any vendor consultation for custom solutions
- Agent-Controlled Skill Adjustments: Implementation of features allowing agents to adjust skill settings dynamically based on real-time needs.
- Dynamic Interactive Voice Response (IVR) Menu Reordering via Customer Web Interface: Advanced IVR system that can be dynamically reordered through a web interface accessible by customers or administrators.
- Custom Start/Stop Call Recording via a Custom Agent Interface: User-friendly interface for agents to control call recording, enabling them to start or stop recording as needed.
- 10DLC-Approved SMS Integration: Compliance with 10DLC (10-digit long code) regulations for (short message service) SMS communications, ensuring better deliverability and trustworthiness.
- Customer-Managed Prompt Modification and Ad-Hoc Closures through a Web Front-End: Web interface that allows customers to modify IVR prompts and manage ad-hoc business closures without requiring technical intervention.
- Transitioning Voicemail from On-Premise to Cloud Solution: Moving existing voicemail infrastructure from on-premise systems to a fully integrated and modern cloud solution.
- Custom Disaster Recovery Solutions with Main Voice Provider: Implementing tailored disaster recovery plans to ensure contact center continuity and resilience during service disruptions or outages.
|
