• ● Flexibility and scalability – allowing the easy integration of the varied and dispersed employees groups into the customer support process;

• ● Multi-channel capabilities – providing multiple communication channels (telephone, email, web, fax, SMS), including self-service tools;

• ● Intelligent distribution – assigning the clients requests to the most appropriate agents or available group which has the competency to solve the problems;

• ● Open standards – providing interoperability with other systems;

• ● Relational database integration – allowing the queuing of the multiple requests and performing quick searches in client databases based on the phone number;

• ● Preferential routing - of the calls according the client importance and type of services subscribed;

• ● Easy identification - Presentation of customer data to the contact center agent before answering avoiding repeating customer identification data and service requests.

Our Contact Center solution allow you to:

• ● Generate more efficient relations with the clients, agents having access to more information and applications to provide high quality services.

• ● Intensify the cooperation between organizations by transforming the customer support department into an integrated part of the company, rather than a separate entry.

• ● Reduce costs – as a convergent network main characteristic - especially for long-distance and international calls. Other savings can be achieved by re-using the existing hardware infrastructure – existing PC’s may be used as IP terminals, LAN cabling supports VoIP communication. The maintenance costs and training expenses are also reduced dramatically by using the same specialists for operating the same network for both data and voice applications.

• ● Improve the client and employee satisfaction level by addressing the needs of the employees dispersed at multiple locations.

• ● Benefit the new technologies according the business needs. Our solutions interoperate with the classic systems ACD, IVR, CTI, TDM PBX and PSTN and allow for the gradual migration of the communication and services to the IP infrastructure.

• ● Integrate the Contact Center functionality within the organization infrastructure through a complete IP Communications solution, including IP infrastructure, call control systems and IP telephony terminals – phones or software applications.

• ● Simplify the system upgrade in order to support the activity peaks and to provide the virtualization of the customer support operations by integrating the remote groups of agents in a robust and accessible IP communication infrastructure.

● Facilitate integration with Front End and Back End applications. Within IP communication solutions, the Computer Telephony interface is native and the integration of the systems is simplified, reducing the costs and increasing the implementation flexibility.