Contact Center Capabilities

Get More Out of Your Contact Center with Vertical IT

Contact centers are multifaceted operations made up of numerous, diverse applications and capabilities—from intelligent call routing and customer self-service to staffing and workforce management. With Vertical IT, you benefit from our years of experience in implementing Computer Telephony solutions, which allow you to integrate all of your critical applications and components into one unified solution, which is delivered to desktop agents' soft-phones, with streamlined reporting, administration, and management to maximize productivity and operational efficiency.

Vertical IT is enterprise-focused and builds solutions using cutting-edge technology. Unlike inflexible hardware-based contact centers or limited one-dimensional call center software alternatives, Vertical, through vendor-provided software, allows for a complete, single source and dramatically scalable contact center solution to meet your specific needs.

We provide full integration services for end-to-end contact center solutions to support an entire range of inbound and outbound contact center services, from voice, e-Services, and SMS/text to a combined, multi-channel service for blended agents. In fact, we deliver best-in-class interaction routing for the enterprise to optimize both the customer experience and agent utilization processes across single-site, multi-site, remote, and virtual contact centers.