Contact Center
Contact Center delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management over an IP infrastructure.
Contact Center Enterprise combines multi-channel automatic call distributor (ACD) capabilities with IP telephony in a unified solution, enabling companies to rapidly deploy a distributed contact centre infrastructure.
Contact Center provides a state-of-the-art IP-based contact centre solution that enables you to smoothly integrate inbound and outbound voice applications with Internet applications, including real-time chat, Web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously, regardless of which communications channel the customer has chosen.
Basic components
Administration and Reporting
- Converged point of administration multiple site enterprise IPCC from a single physical location or from several
- One point for defining multi-site routing logic. Real-time and historical reporting
Desktop
- IP Phone Agent
- Agent Desktop - Non-customised softphone Rapid, easy, low-risk deployment, Desktop Workflow (Screen Pop)
- Toolkit Desktop - Custom development kit simplifies custom CTI integrations
- Pre-integrated CRM Desktop - Strategic integrations with the leading CRM vendors
Outbound
- Software-based IP dialler for outbound calling
- Blends IPCC inbound and outbound calls
- Handles “No-Call List” and “Callbacks”
Web Collaboration
- Provides “opt-out” of web pages to speak to a live agent
- Routes chat and collaboration requests to agents in a “Universal Queue” across media types
- Connects to customer DMZ and handles firewall/security issues and dynamic content issues
E-Mail Manager
- Acts as a POP-3 client for inbound group emails
- Manages Auto-Replies to automatically handle specific types of e-mail messages
- Routes e-mail to agents in a “Universal Queue” across media types
Call Treatment
- Queue Manager - IP-Powered for basic call treatment solution. Prompt and collect
- IP IVR - IP-powered IVR solution that provides a platform for the delivery of self-service and call treatment applications
- Customer Voice Portal - Distributed web-based platform that provides carrier-class IVR, Queuing and IP Switching Services
Key advantages
- Segments customers and monitors resource availability
- Delivers each contact to the most appropriate resource anywhere in the company
- Profiles customers using contact-related data, such as dialled number and calling line ID
- Assigns the most appropriate resources to meet a customer's needs based on real time conditions (such as agent skills, availability and queue lengths); this information is continuously gathered from various contact centre components
- Delivers a comprehensive set of call event and customer-provided data to the targeted desktop as a contact arrives, personalising service and increasing efficiency
