Contact Centre

Contact Centre

UC Call Centre solution

UC Call Centre solution offers customers hosted inbound call centre services at a very competitive price.

Key Features

  • Web based administration interface to configure and manage agents, ACD groups and supervisors
  • Powerful web provisioning tool to intuitively customize the ACD scenarios
  • Supervisor ACD console to manage agents’ interactions
  • Feature rich agent client application (web or native, with or without softphone)
  • Reports - web based application is a reporting and statistics tool enables the supervisor to monitor agents and queue work performance in real time and with in-depth historical data.
  • Feature rich agent client application (web or native, with or without softphone)
  • Call recording capability with recording browsing interface
  • Skill language capability – provides options for caller’s choices in terms of agent specialization (e.g. select an agent that speak a particular language)
  • Call-back service – allows a caller to hang up the call at a given moment, but still leaving the “call position” waiting in the queue and then be called back as soon as an agent becomes available.

Unified Communications

Voice
Mobility
Messaging
Presence
Conferencing
Contact Centre

Integration with the UC platform

Integrated with the UC platform, the solution provides a comprehensive range of Automatic Call Distribution (“ACD”) features as well as comprehensive statistics and reporting tools that are required for call centre supervisors and agents to efficiently manage and monitor incoming calls.

Connect CRM allows the integration of telephony into any CRMs (Microsoft Dynamics, Salesforce, Sage). It enables the user to make a call in one click and have a client’s information popping up on incoming calls to increase productivity. When taking an incoming call, find out who is calling you. Then choose to open the contact card in your connected CRM.

Systematic recording of groups can be required for multiple reasons in a call centre. Not only inbound calls to the call centre are recorded, but also when an agent makes a call using one of the group’s public numbers as Caller ID, these calls are also marked as ACD calls and recorded.

Integration with the UC platform