Contact Center Solutions

Contact Center Solution

A contact center (also referred to as a customer interaction center or e-contact center) is a central point in an enterprise from which all customer contacts are managed. A contact center is generally part of an enterprise's overall customer relationship management (CRM).

NextGen Technologies Contact Center Suite

OneView Contact Center Suite

Benefits of Contact Center Solution

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▶Reduced costs
▶ Improves call quality during peak hours
▶ Decreases call abandonment
▶ Increases service levels
▶ Ensures business continuity
▶ Increases customer satisfaction

Brilliant Services

• Flexible call management, routing, queuing
• Hands free call handling
• Call recording and verification
• Customer data integration and screen pop up
• Self service automation
• Complete logging and MIS reports

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Contact Center Solutions Features

Computer Telephony Integration (CTI)

CTI systems use desktop PCs as telephone systems. These software
packages enable a desktop computer to serve and display
all call-related functions-from providing caller information .

Interactive Voice Response (IVR)

IVR uses voice-recognition software to allow callers to route themselves to specific departments.

Automatic Call Distribution (ACD)

A form of ACD is now a must for a typical call center. Having a system in place that automatically routes callers to relevant individual’s cuts down on wasted time and resources.

Call Recording

Useful for training and monitoring, call recording allows supervisors and operators to record and store phone calls as audio files on the server.

Workstation Recording

Understanding the needs of your operators is another way of streamlining a call center and making it run more efficiently.

Live Call Coaching

This allows a third person to interact with an operator without the caller hearing, thereby enabling training and mentoring.

Skills-Based Routing

It’s one thing to have a simple routing system that will simply hand off the newest caller to whatever agent is available — that’s fairly simple.

Smart Queue Callback

No one wants to have to wait on line, especially if that means sitting with a phone to one’s ear for over an hour.

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A Chatbot Army

While they haven’t taken off as the next big thing,
that’s not to say chatbots are worthless just yet.
The best way to think of chatbots is as the first line of defense for your contact center.

Dedicated Agent Numbers and Voicemail

For the ultimate personalized customer experience, outfit your agents as more than just nameless robots repeating the same script over and over again.

In-App Support

The best way to ensure a positive customer experience is to simply remove the friction in the entire support process.

Predictive Dialer

For call centers that make a lot of outbound calls, a predictive dialer enables a list of phone numbers to be called simultaneously.

Contact Management

These systems enable different calls to be tagged and stored with relevant information attached to the call file.

Call Center Monitoring and Analytics

This is an essential feature for most call centers. Being able to scrutinize call durations.

Call Transfer and 3-Way Calling

Being able to transfer a caller to another department, or permit access to a third party.

WebRTC Video and Voice Features

WebRTC is a communication medium that is built from the ground up to be used on mobile devices and is adapted on some desktop OS browsers.