EarthLink Launches Hosted Contact Center to Enhance Customer Multichannel Engagement

Integrates with Hosted Voice on a private network for highest levels of availability and quality

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Nov 24, 2014, 08:00 ET

ATLANTA, Nov. 24, 2014 /PRNewswire/ -- EarthLink Holdings Corp. (NASDAQ: ELNK), a leading managed network and cloud solutions provider for multi-location businesses, today announced the launch of its new, feature-rich Hosted Contact Center to ensure that businesses never miss a interaction or sales opportunity and can engage in more intelligent customer conversations via email, live chat, web, phone or social media. Fully integrated with EarthLink's Hosted Voice, the Hosted Contact Center platform delivers the highest levels of voice quality and service availability. EarthLink guarantees 99.999% uptime and 4.0 voice quality Mean Opinion Score (MOS) for a superior end-customer experience.

Hosted Contact Center supports multichannel engagement by enabling chat, email, voice and social media interactions to be routed to a single interface and integrate with existing CRM systems. It also utilizes queuing so that high priority customers get routed more rapidly for faster service. Hosted Contact Center also offers business continuity and disaster recovery protection, is PCI and HIPPA compliant, and delivers technology upgrades without the expense of purchasing equipment.

Hosted Contact Center also improves support staff effectiveness and reduces wait times, as customers are quickly routed to people with the appropriate skills on the first attempt. Staff in multiple locations or home workers can quickly be deployed to extend business hours. Management can also monitor conversations and call recordings. Standard, Premium and Platinum service levels are available depending on business needs. Because Hosted Contact Center is managed by EarthLink in the cloud, no specialized IT staff support is required, freeing up internal resources to focus on more strategic IT projects.

EarthLink customer Continental Building Products, North America's leading wallboard and joint compound materials supplier, recently implemented Hosted Contact Center. Continental's EarthLink solution also includes a secure, private MPLS network, Hosted Voice, Secure Remote Access, Hosted Exchange and TechCare help desk.

"We needed a new call center solution with more robust functionality and reporting, and EarthLink's Hosted Contact Center delivered," said Jeff Cogley, IT Manager, Continental Building Products. "Continental's Sales Service team sets the tone for our entire customer experience, and Hosted Contact Center's improved routing, controls and reporting streamline those customer interactions and boost the team's productivity. In addition, rollout was fast and easy and the solution was very intuitive for our employees to learn. I continue to receive positive feedback and plan to stay ahead of the curve by taking advantage of future enhancements and expanding its use across channels."

Rick C. Froehlich, EarthLink Executive Vice President, Product and Consumer, commented, "Hosted Contact Center helps businesses improve their care experience and keep their customers happy whether they interact via the web, social media or phone. And because it's integrated with our Hosted Voice solution, the system holistically knows when a staff member is unavailable and fluidly routes the call to available personnel. Our customers will enjoy the easy management, automatic upgrades and new features that help them deliver better value and capitalize on every interaction."

About EarthLink

EarthLink (EarthLink Holdings Corp., NASDAQ: ELNK) provides managed network, security and cloud solutions for multi-location businesses. We help thousands of specialty retailers, restaurants, financial institutions, healthcare providers, professional service firms and local governments deliver a reliable and engaging customer experience in their stores and branch offices. We do so by building and managing MPLS WAN networks, by providing virtualized infrastructure, security, hosted voice, secure WiFi and compliance solutions, and by offering exceptional customer care. We operate a nationwide network spanning more than 28,000 fiber route miles, with 90 metro fiber rings and secure data centers that provide ubiquitous data and voice IP service coverage. Our EarthLink Carrier^®division sells facilities-based wholesale telecommunications to other providers and our award-winning Internet services connect hundreds of thousands of residential customers across the U.S. For more, visit www.earthlink.com and follow @earthlink, LinkedIn and Google+.

About Continental Building Products

Continental Building Products (formerly Lafarge North America Inc.'s gypsum division) is a leading North American manufacturer of gypsum wallboard, joint compound and complementary finishing products. The Company is headquartered in Reston, Virginia with operations serving the residential, commercial and repair and remodel construction markets primarily in the eastern United States and eastern Canada.

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SOURCE EarthLink