A web-based Contact Center which is easy to integrate.

 Flexibility to work at any time and anywhere (home, the office, abroad). 
 Full OMNI Channel, Inbound/Outbound, Chat, Messenger, Messenger, Mail.
 Fully web-based solution, with IVR, Wall Boards, Reports and more.

Contact Center / Call Center

A multichannel Contact Center helps companies to communicate in an effectively and consistent way with their customers.
 
Our Contact Center includes solutions for online conversion, mail (inbound & outbound), telephony (inbound & outbound), web chat, web self-service and social media. All in ONE Agent web application which improves your customer satisfaction, sales and trust in your company.

With the Contact Center module you can build up a customer contact database and enclose one or more customer contact channels.
 
The base consist of the following parts:
  • Agent desktop
  • Management configuration
  • Customer Contact database
  • Agent to Agent chat
  • Support & help

A Contact Center management GUI ensures easy setup, configuration & control. It also contains various statistical reports, dashboards and wallboards.

We offer the Contact Center solution as a full capex solution, in a pay-as-you-grow model or as a Cloud Based service.

webchat WebChat

For the online visitors to your website or portal, chatting is fast, free and low-barrier. In addition, the impression that an employee is available gives trust to the online visitor. This makes live webchat a mature communications channel.

Chat is also ideal for the employees in your customer contact center: the application shows all the necessary context for the chatting visitor through an intuitive interface, so that the chat agent can respond efficiently to the issue in question. Thanks to management reports that can be set up in advance, you can optimize the processes of your organization more easily.

email Email

Do you have the goal of making the employees of your email team more productive? That is the purpose of Email Management. All incoming messages are automatically analyzed for content, after which the module offers suggestions from the central multichannel knowledge bank. Cutting and pasting texts from other software is a thing of the past.

This module gives managers the ability to track customer accounts, departments, specific groups, interactions, messages and knowledge bank data in real time. How many e-mails are processed per day and per agent? How long are the wait times for the various categories? Managers can also track the service levels and the performance of their people in real time and document this in reports, on the basis of specific Key Performance Indicators. The management and optimization of customer contact handling is thus made a good deal simpler.

agent-knowlegdebase Agent Knowledgebase

The most personal automatic answers. With our powerful internal knowledge base in combination with e.g. Web Chat the agent can double click on the answer and it is immediately send to the chat as an answer.

It helps the agents to answer quicker and it also takes care of answering always  in the same coperate way to customers.

telephony Telephony

The Call management ensures that all available customer information is automatically linked to incoming or outgoing calls. With this information the callers are directly routed to the correct campaigns (departments) and agents.
 
You get a real time view of the important user statistics, such as the number of incoming calls per given timeframe, the classification of these conversations, the number of calls per agent or group, the average conversation length and much more.
 

 Contact Center, Call Center, OMNI channel, multi channel

proactive-chat Proactive Chat

Proactive Chat is in essence a user-friendly behavior targeting tool combined with live chat, so that you increase both conversions and customer satisfaction.

With each opportunity that presents itself, the module immediately alerts an employee who is answering a non-urgent customer question at that moment.

web-self-service Web Self-Service

Knowledge bank is a dynamic, web-based self-service solution that shortens your virtual lines. Your agents have thus more time for customers who do need personal assistance. The module runs on powerful context-analysis technologies, which add each self-service session of the customer to his or her customer profile.

To be certain that online visitors are not left unsatisfied during self-service moments, it is necessary to be able to switch quickly and easily to an agent. If you also offer Chat, the history is sent directly to the most suitable employee, so that the customer is not sent from pillar to post. It appears from research that self-service applications are more readily used if it is clear that there is a ‘real’ employee available.

Some of the 200+ features

  • Inbound & Outbound Telephony
  • WebChat, Proactive, Pre/Post Chat
  • Mail, Messenger Web Selfservice
  • Agent knowlegdebase & Macros
  • Groups & Campaigns
  • User management: supervisor, agent
  • 15+ Standard Management reports 
  • Raw Data for BI integration
  • Various dashboard / Wall boards
  • Multi-language support
  • Routing on: skills, priority, channels
  • Multiple calendar settings
  • Easy to combine with IVR flows
  • Configurable colors, thresholds
  • Agent to Agent chat
  • Transfer interactions
  • Labels interactions
Download the flyer nowContact Center


KPN Mobile iTalk BB MVNO Virgin Mobile MVNO Skinny MVNE Entel MVNE, Falabella MVNO TZMobile MVNO Bambora PCI IVR Vodafone Ziggo MNO T-Mobile MNO Tele2 MNO, MVNO
260 MILLION
Calls / year
Mobile subscribers
25+ MILLION
10+ years
customer loyalty
Global solutions
30 COUNTRIES
International
support/service
On premise, Hybrid,
Public/Private Cloud

 

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