Customers are more demanding than ever and want to be unique, social and served anytime, anywhere, anyhow – on their terms. Companies need to create a customer interaction fabric that can flex around the customer and provide the right service, at the right time, in the right way.
Our product is independent from underlying/existing telephony infrastructure and offers a clear answer when it comes to routing in a structured way the communication flows within organizations. We increase your employees efficiency by integrating our communication solution seamlessly into your business processes, by connecting to your existing ICT environments, (IP) PBXs and business applications (CRM, ERP, proprietary developments).
Our contact center platforms make it easily disperse incoming calls to contact center agents or employees with specific skills. Applies various inbound routing algorithms for all contact types, including voice, email, chat, IM, social and SMS, increasing efficiencies when customers are looking for answers. Use any combination of ACD route and queue types to support and differentiate your customer service strategies.
- Dialed number (DNIS)
- Calling party identification (ANI)
- Skills-based Routing
- Dynamic Inbound Routing
- Enterprise Routing and Queuing
- Priority Routing and Queuing
- Wait-time & Queue Position Notification
- Queue Optimization & Scheduled Call Back
- Abandoned Call Recuperation for Call Back
Our contact center is fully compatible with many PBXs from leading providers such as Avaya, Cisco, Skype, Alcatel, Siemens, NEC etc. As our solution supports most leading platforms, organizations can easily migrate or extend our contact center onto other PBX’s thus protecting your investments.