This multichannel contact centre solution is designed for mid-market businesses. It is optimised for use with Avaya IP Office software and enables blended multichannel capabilities to enhance and expand customer communications.
- Integrates voice, email, and web chat channels; add new channels as your objectives evolve
- Distributes contacts to employees based on your pre-defined processes; routes customer inquiries to the employee best able to handle them
- Enables you to define and prioritise customers
- Voice and self-service solutions – allows customers to serve themselves, leading to more satisfied customers and a marked decrease in employee workloads
- Targeted multichannel outbound voice and email campaigns, telemarketing campaigns
- Online monitoring and historical reports
- Call recording
- Interactive Voice Response (IVR)
- Agents have the choice of a windows or browser based client - connect over the internet only a headset required