Contact Center Solutions

The Contact Center system insures centralized management of the phone calls, e-mails, faxes at the organization level and their correlation with the information needed to optimize the activity in the customer service relation efficiently using all communications as well as the human resources available within the organization.

The Contact Centers have the role of receiving a large number of contacts in order to achieve their marketing, sale, customer service, technical support objectives and other business objectives.



Main characteristics of the Contact Center system:

• Mitel Networks MN3300 and SX-2000 systems compatible
• Adapted solutions for small systems (25 or less agents) as well as for complex systems (250 or more agents)
• Adapted perfectly on geographical distributed systems solutions, but virtually centralized from the management point of view as well as clients
• The possibility of automation of some services (general information, personalized information, telemarketing etc.) through the inbound/outbound (IVR / telemarketing) specialized module
• direct client relation optimization through an efficient call management due to ACD (Automatic Call Distribution) type advanced functions implemented within the system
• monitoring and real time reporting of every operator status within the Contact Center
• system analysis based on the offers system of reports and statistics (approx. 500 reports)
• all communications integrated (e-mail, web chat, fax) by specialized modules
• CTI integration that allows correlation of the call to the data base client information
• allows CRM type application integration.