- Overview

Cascade NW’s call center platform provides the helps businesses increase sales, profitability and market share. You’ll get a customized cloud solution that doesn’t require expensive hardware, software, or training.

Cascade NW's Call Center service is a cloud-based solution built to meet each unique customer's needs, providing advanced call center capabilities that leverage all the functionality of our platform and the latest features.

- Why Choose Us

- Your Complete Call Center Solution

Our call center solution includes all of the features below and can be customized for your organization's needs resulting in greater customer service.

  • Advanced IVR
  • Toll-free, local, and vanity numbers
  • Automatic call distribution
  • Skills-based routing
  • SMS routing
  • Email routing
  • Social media
  • Web chat routing
  • Outbound campaign management
  • Predictive and progressive dialer
  • Data directed routing
  • Advanced agent management
  • Real-time dashboards
  • Historical reporting
  • Wallboard support
  • CRM integrations
  • Third-party integrations
  • Supervisory features
  • Open platform with API/SDK
  • Optional speech recognition
  • Optional workforce management
  • 24/7 customer support
  • Keep your existing numbers
  • White glove implementation service

- What We Do

Benefits Include

Provides the necessary tools for administrators to manage the call center while out of the office. A virtual call center offers you the ability to support teams and employees who work from home, off-site employees, and staff at multiple branches to operate as a single unit.

Agent Availability

Connect with individuals and not with a particular desk phone.

Centralized Admin

Achieve management continuity with no geographical limitless.

Supervisor Tools

Access agent availability, manage active call queues and detailed reports with browser based applications.

Remote Access

Access administrative controls from anywhere.

Call Distribution

Cascade NW's Call Center solution takes any hassles out of management with advanced call routing and handling including skill based, time-based and personnel based for optimal efficiency.

No Answer Routing

Apply advanced call forwarding policies, including automated night and holiday schedules.

Increased Productivity

Route incoming calls with priority queuing based on skill set, least busy agent, and currently available customer agent.

Personalized Customer Service

With Auto Attendant and personalized greeting, you will increase first call resolution and lower abandonment rates.

Pooled Staff Resources

Create customer groups that span across various departments, offices, and locations.