Improved CCS reporting capabilities provide your customers with the necessary tools for an optimal performing call center and give you greater insight into how your customer’s business is handling calls. 

What’s included?

Standardized terms
To make it easier to understand certain call dispositions, we standardized terms across reporting and completed events. View the definitions and clarification of these new terms. 

Improved search capability
With the new standardized terms, an ‘Outcome field’ makes it possible to search by call disposition instead of just ‘Answered = Yes or No’. This capability offers more streamlined and accurate searches.

Scheduled reports
You now have the convenience of sending reports on a daily, weekly or monthly schedule set with the parameters of information needed to email addresses specified.

Queue and agent performance reports
Flexible, customized reporting at your fingertips—now with more capabilities.

Contact your Windstream Enterprise Resale account team to learn more.
 
May News
We’re excited to share our newest feature: the ability to send and receive business text messages on the OfficeSuite UC® White Label Desktop and Mobile app. 
Bulk quoting tool now available
Windstream Enterprise Resale is excited to announce the addition of a new bulk quoting tool to our carrier portal. This new tool enables our customers to efficiently quote a multi-site opportunity without the hassle of creating individual quotes.

Getting started couldn’t be easier: Use the ‘Upload Bulk Quote’ from our Carrier Portal Tool (CPT) and follow a few easy steps and self-guide templates to make the process hassle free.

To learn more about how to create a bulk quote, contact your Windstream Enterprise Resale account team.
Fixed wireless quoting enhancement
We recently enhanced our CPT (Carrier Portal Tool), enabling customers to include fixed wireless, a cost-effective access alternative, as an option on an individual layer 3 quote.

Fixed wireless can be used to deliver a variety of layer 3 services—such as DIA and MPLS—and is available in over 50 markets with 350,000 pre-approved locations. Fixed wireless solutions are backed by the same SLA as fiber- or copper-based services and its inherently low latency supports the demands of applications, including voice and video.

Since it’s a synchronous service that allows the same upload and download speeds, many customers leverage fixed wireless for both primary and backup connectivity solutions.

For more information on how to take advantage of fixed wireless as an access method, please contact your Windstream Enterprise Resale account team.

Coming soon—loop vendor name with layer 3 CPT quotes
You will soon be able to view the name of the underlying loop provider on layer 3 services quotes (DIA and MPLS) in our CPT, giving you added visibility and control to improve your customers’ solutions and experience. 

This enhancement is in addition to the newly released functionality that enables you to exclude specific loop providers on individual quotes. To learn more, contact your Windstream Enterprise Resale account team.

New reporting enhancements for Contact Center Services (CCS)
Improved CCS reporting capabilities provide your customers with the necessary tools for an optimal performing call center and give you greater insight into how your customer’s business is handling calls. 

What’s included?

Standardized terms
To make it easier to understand certain call dispositions, we standardized terms across reporting and completed events. View the definitions and clarification of these new terms. 

Improved search capability
With the new standardized terms, an ‘Outcome field’ makes it possible to search by call disposition instead of just ‘Answered = Yes or No’. This capability offers more streamlined and accurate searches.

Scheduled reports
You now have the convenience of sending reports on a daily, weekly or monthly schedule set with the parameters of information needed to email addresses specified.

Queue and agent performance reports
Flexible, customized reporting at your fingertips—now with more capabilities.

Contact your Windstream Enterprise Resale account team to learn more.