Allstream: Offering Best-of-breed Voice, Connectivity, and Managed IT Services

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Mike Strople, President & CEO
Call centers have been at the heart of every customer servicing strategy. They enabled enterprises to interact with their audience customers through a centralized point of contact, mostly through phone calls. As effective as they were, call centers did have their fair share of drawbacks. Most of the interactions were siloed within single communication modes without an actual vision of the complete customer journey. This essentially hindered companies from having visibility into a particular end consumer’s queries or concerns and subsequently created a roadblock to addressing it effectively. Such issues, combined with increased customer expectations and advanced technologies, eventually paved the way for the rise of modern-day contact centers.

In comparison, contact centers allow customers to connect with any business via calls and several other modes of communication, including chat, video, SMS, push notifications, social media platforms, and emails. Additionally, a well-designed omnichannel contact center can also help in the intelligent routing of communication across multiple channels, giving agents complete visibility into the customer journey. This benefits enterprises by improving customer experience, agent efficiency, and operational KPIs.

To increase customer engagement and drive performance, Allstream, one of the leading solution providers of business voice, collaboration, connectivity, and managed IT services, enables omnichannel communication and seamless integration into business office systems for contact centers. The company ensures business continuity with effective remote working plans and can help contact centers increase productivity, reduce costs, and optimize overall communication by leveraging cloud-based technologies. “We take a customer-centric approach to deliver best-of-breed contact center services to our clients. Everything we do revolves around simplifying their business communications, providing better service to their customers, and helping them ensure business continuity, even in remote work environments,” states Mike Strople, the President and CEO of Allstream.

Allstream’s Contact Center is designed to help modern support teams achieve the right mix of performance, quality, and reliability for clients. This is a robust unified communications tool to enhance omnichannel communication via voice calls, email, web-chat, AI, Chat Bots, SMS, or social media between end-consumers and agents. For workforce management, the contact center dashboard provides supervisors access to real-time information on agents and queues, emotion detection for quality assurance, within or outside the office via customized dashboards along with the capability to run both standard and custom reports. Recording capabilities can be used for training, compliance, and coaching purposes.
Agents can quickly confer with subject matter experts to enable a fast resolution of their clients’ issues. The Contact Center solution also has in-built workforce management, agent forecasting, and scheduling capabilities that allow managers to accurately match resources to the contact volumes while measuring, managing, and optimizing the overall business performance. Additionally, its desktop productivity tools enable agents to efficiently handle all interactions, regardless of type, from a single pane of glass, resulting in reduced call processing errors. Features such as time of day/day of week announcements, updated position-in-queue messaging, automated call-backs, and automatic number identification (ANI) routing allow customers to get to the right agent faster, fostering a better communication experience.


We take a customer-centric approach to deliver best-of-breed contact center services to our clients. Everything we do revolves around simplifying our client’s business communications and helping them ensure business continuity, even in remote work environments

Furthermore, it offers a tailored end-consumer experience through interactive omnichannel approaches that increase customer engagement and drive performance. Allstream’s cloud-based unified communication solutions and Contact Center solution can be powered by Cisco or Mitel, depending on the customer, and is customized to best-fit their clients’ needs. “We enable a holistic contact center experience to our clients. We can easily accommodate complex call routing, recording, and integration with IT systems as well,” adds Strople. Along with its contact center solutions, the company also provides managed IT services that solely focus on security products, which encompass physical security, electronic security, and cloud firewalls.

With its capabilities to help clients communicate effectively, share data more intelligently, and simplify complexity in IT environments, Allstream has successfully become one of the pioneers among several contact center solution providers. The company is consistently working to accommodate clients’ ever-changing needs. “We will continue to innovate for our clients because technology is important. However, we believe that our ability to deliver exceptional customer service to our clients is what truly differentiates us,” concludes Strople.

Company
Allstream

Headquarters
Vancouver, WA

Management
Mike Strople, President & CEO

Description
Allstream’s Contact Center is designed to help modern support teams achieve the right mix of performance, quality, and reliability for clients. This is a robust unified communications tool to enhance omnichannel communication via voice calls, email, web-chat, AI, Chat Bots, SMS, or social media between end-consumers and agents. For workforce management, the contact center dashboard provides supervisors access to real-time information on agents and queues, emotion detection for quality assurance, within or outside the office via customized dashboards along with the capability to run both standard and custom reports

Allstream