Enterprise Communications Group offers proven solutions for contact centers, which are overall functional system for management of voice contacts with customers.
The proposed decision extends the effectiveness of the company, supports a virtual network in many locations, simplifies the integration of business applications and solutions, facilitate the administration and control and increases the flexibility. This helps to reduce the business costs and improve the speed of response to the customer. The functional features of this solution include agents at multiple sites, supervisors, the possibility of extension depending on the needs of the company, feature for high-performance automatic call distribution (ACD – Automatic Call Distribution), conditional call forwarding based on a predefined set skills of the agents, queuing of calls, announce for response time of the call, displays for data of the company , real-time data and integrated services for interactive voice portal (IVR – Interactive Voice Response). The solution provides integration of ACD and IVR functions and provides a single, compact environment for services.
Our solution for Contact Centers has the following parameters and functionalities:
- Easy to use, configure and manage;
- Service, routing and managing incoming and outgoing voice flows;
- Systems for recording conversations, surveillance and training;
- Callback, electronic mail (e-mail), Web chat, voice mail, fax and social medias;
- Built-in interactive voice response (IVR) for differentiated user flows;
- Tools for presence and cooperation (collaborations);
- Graphic Centre (Design Center) – friendly graphical interface for building user’s strategies and routing, based on knowledge of the agents;
- Application reports, providing information for real time and prior periods of time (Report Center).