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    2. Contact center

    Contact center

    Contact Center

    With our powerful cloud contact center solution, businesses can seamlessly connect and collaborate with agents to deliver exceptional customer experiences that drive success.

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    Secure, reliable, and easy

    Maintain 99.999% uptime SLA for all agents while eliminating app confusion with a unified toolset.

    Cooperative and engaging

    Increase customer satisfaction and employee engagement by enhancing collaboration, engagement, and operational effectiveness.

    Customer-oriented

    Improve customer experiences through proactive, AI-powered self-service across all channels.

    Adaptive analytics approach

    Utilize collaborative tools, intelligent coaching, and timely feedback to activate agent potential.

    Achieve faster and more accurate communication with omnichannel routing

    Proactive self-service options, intelligent routing, and voice and digital channel support, will be able to keep up with changing customer expectations.
    View Omnichannel Routing

    Utilize Workforce Engagement Management to drive results

    Creating a remarkable customer experience requires agents to be equipped with a powerful combination of tools.
    View Workforce Engagement Management

    Improve your contact center's efficiency and effectiveness with analytics

    Optimize customer experiences by gaining complete visibility, capturing insights, and acting faster. Monitoring and managing your contact center is easier with customizable reports. A personalized dashboard highlights the status of critical performance metrics and alerts you to key trends, agent activities, and customer behavior.
    View Contact Center Analytics

    Lead with design to improve CX and boost agent engagement.

    A design-led interface will be implemented for the agent interface. Users can seamlessly and effectively manage all customer interactions through a single interface that utilizes universally familiar and friendly consumer device design patterns.
    View Agent Workspace

    Make Your Way Integral

    Embrace the power of Pacific Bell Business Dynamic Integration Framework for rapid integrations and endless possibilities

    All-Inclusive Features

    Inbound/Outbound

    Provide seamless routing and customer service for all IB/OB interactions.
    • ACD
    • IVR
    • Dialer
    • Agent Workspace

    Digital

    Connect with customers through their preferred channel
    • Omnichannel Routing
    • Digital Channels
    • Processing of Payment

    Automation/AI & Self-Service

    Provide customers with intelligent solutions that enhance their experiences
    • Intelligent IVR
    • Virtual Agent

    Integrations

    Enhanced EX & CX possibilities with endless integration possibilities
    • Native CRM
    • CRM
    • Team Messaging
    • APIs

    Analytics & Reporting

    Observe your business from every angle.
    • Contact Center Analytics
    • Customer Experience Analytics
    • Surveys

    Workforce Engagement Management

    Utilize intelligent insight to activate agent potential
    • Workforce Management
    • Quality Management / Coaching
    • Text & Speech Analytics
    • Screen and Call Recording

    Quality and Support You Can Rely On

    99.999% SLA is Guaranteed

    UCaaS and CCaaS users benefit from the first platform-wide uptime guarantee.

    Global Support 24x7

    You can reach us via email, phone, or chat 24 hours a day.

    Worldwide Locations/Regions

    Our public and private data center locations offer local data residency, reliability, and quality of service.

    Download Datasheet

    Compliance and security

    Pacific Bell Business supports compliance standards and initiatives at more organizations

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    Pricing and Plans

    Call center solution is available as a standalone plan or as part of a communications package.

    Small business phone system

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    $15
    user/month
    Our Features
    • Voice, Video and Messaging in one app
    • Unlimited calling in the US and Canada
    • Auto-attendant, intelligent call routing, music on hold & voice mail
    See all features

    Voice, video and chat for teams

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    $24
    user/month
    Our Features
    • Voice, Video and Messaging in one app
    • Unlimited calling in the US and Canada
    • Auto-attendant, intelligent call routing, music on hold & voice mail
    See all features

    Advanced call handling and analytics

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    $44
    user/month
    Our Features
    • Voice, Video and Messaging in one app
    • Unlimited calling in the US and Canada
    • Auto-attendant, intelligent call routing, music on hold & voice mail
    See all features

    Choose a Plan

    We have a plan for everyone with every budget. We will customize the services to your requirements.

    Essential

    Phone, Message

    $18.95
    /user/month
    Essential1 Year Essential2 Years Essential3 Years
    1-4 $287.40 $287.40 $287.40
    5-19 $263.40 $263.40 $263.40
    20-99 $227.40 $227.40 $227.40
    100+ $215.40 $215.40 $215.40
    EssentialMTM Essential1 Year Essential2 Years Essential3 Years
    1-4 $30.95 $28.95 $26.95 $25.95
    5-19 $29.95 $27.95 $25.95 $23.95
    20-99 $25.95 $23.95 $21.95 $29.95
    100+ $24.95 $22.95 $20.95 $18.95
    Request Quote Get a Demo
    • Phone
    • Voicemail
    • Team Messaging
    • Unlimited Calls US & Canada
    Most Popular
    Professional

    Phone, Message, Video

    $22.95
    /user/month
    Professional1 Year Professional2 Years Professional3 Years
    1-4 $335.40 $335.40 $335.40
    5-19 $311.40 $311.40 $311.40
    20-99 $275.40 $275.40 $275.40
    100+ $263.40 $263.40 $263.40
    ProfessionalMTM Professional1 Year Professional2 Years Professional3 Years
    1-4 $35.95 $33.95 $31.95 $29.95
    5-19 $33.95 $31.95 $29.95 $27.95
    20-99 $30.95 $28.95 $26.95 $24.95
    100+ $29.95 $27.95 $25.95 $23.95
    Request Quote Get a Demo

    Everything in Essential, PLUS:

    • Fax
    • Call Menu
    • Analytics Reporting
    • SMS/MMS Texting
    • Auto Attendant
    Best Value
    Enterprise

    Phone, Message, Video, Open API

    $32.95
    /user/month
    Enterprise1 Year Enterprise2 Years Enterprise3 Years
    1-4 $455.40 $455.40 $455.40
    5-19 $431.40 $431.40 $431.40
    20-99 $395.40 $395.40 $395.40
    100+ $383.40 $383.40 $383.40
    EnterpriseMTM Enterprise1 Year Enterprise2 Years Enterprise3 Years
    1-4 $45.95 $43.95 $41.95 $39.95
    5-19 $43.95 $41.95 $39.95 $37.95
    20-99 $40.95 $38.95 $36.95 $34.95
    100+ $39.95 $37.95 $35.95 $33.95
    Request Quote Get a Demo

    Everything in Professional, PLUS:

    • Auto Call Recording
    • Multi-Site Administration
    • Custom Integrations CRM/API
    • Voicemail Transcription
    • Real-time Analytics
    Contact Center

    Phone, Message, Video, Omnichannel with Workforce Engagement Management

    Starting at $74.95
    /user/month
    Request Quote Get a Demo

    Everything in Enterprise, PLUS:

    • Channels - Voice, SMS, WebChat, Email
    • Customizable Reports
    • Advanced Agent Experince
    • Quality Management
    • Speech Analytics

    Blogs

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    Take your business to the next level with our cloud-based communication solutions

    • Receive Your Quote Now

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