Astea Alliance Contact Center Review

Product Snapshot

Product Pricing

Contact vendor directly for pricing information.

Technology

Product is available as an on-premise solution.

Customer Focus

Vendor works with large businesses and multinational enterprises.

Select Customers

ARX, Inspired, Kyocera, Johnson Controls, Konica Minolta

About Alliance Contact Center

Alliance Contact Center is call center software that provides users with integrated multi-channel inbound and outbound capabilities designed to support multiple processes including order placement, record updates, payment processes, remote support processes and service call scheduling. The platform provides users with visual alert settings, automated escalation processes, and scripting and question trees for service call assistance.

The software is equipped with a single point of entry for access to all customer information such as customer-specific contract, warranty and service-level information. Additionally, the platform enables users to access up-to-date field service statuses, works as a knowledge base for product- and service-related issues and questions, and is equipped with CTI (Computer Telephony Integration).

About the Company

Astea was founded in 1979 and is headquartered in Pennsylvania.

Alliance Contact Center Key Features

Escalation routines including multi-channel queue, routing and prioritization
Captures customer-specific product configurations and service histories
Automated technician assignment processes based on user-defined criteria including technician availability, skill level, and any customer preferences
Appointment and service request management tools
Automated customer notifications including email, pager or fax