1. Functionality of advanced IP call center

- 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

2. Campaign management and optimization tools

- 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)

3. A universal workplace for an agent and a supervisor

- 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

1. Call center automation

- Telephone projects and campaigns management tools

- Creating and handling call scripts for the call center agents

- Fully automatic outbound dialing with the predictive mode

- Knowledge base for the call center agents providing them with comprehensive information

- Advanced features for interaction with third- party applications, located on the customer side: billing systems, CRM- systems, databases etc.

2. Smart call handling

- Smart call switching featuring the ACD functionality (based on the VoIP / SIP technology)

- Managing call queues based on the typical call distribution algorithms, information about the availability of the agent and their skills (skill based routing)

- DTMF and voice enabled IVR

- Call recording and storage

- Reporting on the work of the call center telephone components

3. Control of the call center campaigns

- Launch of new campaigns within 20 minutes without programmers

- Ability to conduct multiple campaigns for clients from different business areas simultaneously

- Real time management of calls queues, agents, resources and campaigns

- Customers' members area with the ability to control and manage campaigns

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

4. Reliability and performance increase

- Quick and fast increase of the call center's performance by adding new servers

- High fault tolerance of the call center with more than 1,000 agents, serving tens of thousands of calls per day

- The ability to lease licenses for the quick, temporary increase of the number of agents

Our Methadology

• ● Trained professionals to manage your IT.
• ● 24x7 monitoring and management.
• ● Guaranteed response time.
• ● Remote/Onsite Support.
• ● Expert on call.
• ● Automating routine tasks (thus lowering cost and errors).
• ● After office hours support.

Network Operation Centers

• ● 50 Seats NOC/SOC.
• ● 24x7 ITIL Operations.
• ● Network Management System.
• ● Certified Security Engineers.
• ● Support Desk.
  
• ● Physical/Biometric parameter Security.
• ● Business Continuity Planning in place.
• ● Disaster Recovery in place.

Infrastructure Support
• ● Server Support.
• ● Database Support.
• ● Infrastructure Application Support.
• ● Network Support.
• ● Platform Support.
  
• ● Firewall Support.
• ● Perimeter Security Support.
• ● On-Site Support.
• ● IT Consulting.
• ● Transition Support.
• ● System design and Architecture planning.

• ● Other Services
  Infrastructure Base-lining.
• ● Desktop Support.
• ● Remote Server Management (wintel).
• ● Remote Network Management.
• ● Remote Security Management.
  
• ● Onsite Support.
• ● Remote Monitoring.