Built-in Performance for Today’s Enterprise Customer Contact Center
NEC’s CallCenterWorX-Enterprise (I), a part of the CCDesign® suite of customer contact center solutions, is an internally hosted Automatic Call Distributor (ACD) for the UNIVERGE® SV8500 Communications Server – eliminating the need for a separate ACD processor. This embedded application offers a more cost-effective method of supporting your contact center needs and enables productivity- and service-enhancing Computer Telephony Integration (CTI).
With CallCenterWorX-Enterprise (I), your contact center will be able to handle a large volume of calls efficiently with a minimum number of resources, while at the same time reduce a caller’s wait time – resulting in a higher level of customer service.
With skills-based routing capabilities, CallCenterWorX-Enterprise (I) enables you to customize, personalize and prioritize sales and service operations with greater flexibility and ease. It allows you to improve customer service by adapting to rapidly changing working conditions and fluctuating call traffic patterns, particularly through its multi-split agent feature. CallCenterWorX:
- Optimizes call handling capabilities through efficient call routing
- Increases agent productivity and efficiency
- Provides a flexible, customizable feature set
- Offers an easy-to-use graphical user interface
- Contains individual online help systems
- Increases customer satisfaction
- Enables integration with other systems
With CallCenterWorX-Enterprise (I) built-in, the SV8500 easily links to the corporate database, mainframe and Interactive Voice Response (IVR) system. This integration enhances the capabilities and effectiveness of your contact center and dramatically increases agent capacity while reducing costs. It also easily scales to meet your contact center needs and grows step by step right along with you.