Next 2 Call Contact Center solution combines

– Call center features VoIP technology

– Intelligent Сall Routing (ACD), based on campaigns’ information, agents skills and queue policy

– Outbound dialing (Predictive, Progressive, Preview)

– Support of all queue scheduling policy (most idle, most busy agents etc.)

– DTMF and voice enabled IVR (TTS, ASR)

– Call recording and storage

– Web- based management interface

– Alerting and fault notification

– Web based IVR and agents’ call scripting builder

– Knowledge Base for the agents providing them with comprehensive information

– Integration with external customer’s systems, such as CRM, Helpdesk, etc.

– Real- time and historical call center reporting of all activities, statistics, and analytical data (OLAP reports)

– Management of calls and conferences by using intuitive and convenient graphical tool

– Powerful build in agents’ scripting

– Personal agent statistics

– Ability to use information from CRM, Knowledge Base and other information system

– Unified phone book for all the call center agents

– Voice mail support