Contact Centre Solutions

Contact centers play a crucial role in how organizations attract and retain customers.

  • Univerge Business ConneCT: UNIVERGE Business ConneCT – developed for NEC’s UNIVERGE 3C™ and SV9000 Series communications platforms – is an all-in-one employee, operator and contact center unified communications suite.
  • Univerge SV9100 Contact Center: Designed specifically to work on NEC’s UNIVERGE SV9100 communications platform, this Contact Center solution seamlessly integrates a voice processing system with a communications system to deliver a complete communications ecosystem. High call volume can be handled with a minimum number of resources to improve customer service and agent productivity by intelligently routing calls based upon custom criteria.
    • With the ability to direct calls based on company-set criteria, customer service and agent operations become more transparent with such routing capabilities as:
      • The inbound line on which a call is received.
      • The line that has the longest idle.
      • The time of day that a call is received.
    • Reduction in caller hold time by distributing call volume evenly among employees.
    • Callers have the option of either immediately leaving a message for agent callback, holding for an agent or dialing another extension, contact center group or voicemail box.
    • Queue announcements that encourage callers to remain on the line.
    • Provide customers the choice that best fits their needs to help reduce the number of lost calls and optimize staffing.
    • PC-based supervisor report features which can be used for agent scheduling, business analysis and improvement in scheduling efficiency.
    • Reporting package that offers an easy-to-use PC interface for compiling, analyzing and managing information.
    • Seamless integration with UC Suite which enables users to login as an agent and view real-time queue statistics plus monitor contact center stats of other agents.
    • Read here to learn more (link to the brochure)
  • Call Recording: Use the Qfiniti customer interactions contact on the existing Meteor site.
  • Also use a link to the Xentrax page on this to learn more: http://xentrax.com/interaction-recording/
  • XIMA Call Recording: With its unique feature set, Chronicall is used worldwide to help businesses ​keep track of their call flow.
    • Base license includes Standard Reports and Cradle to Grave. These two features are the framework of Chronicall and provide an intuitive system that makes managing your team simple.
    • Unlike some other competing reporting software, you don’t have to be a software engineer to operate Chronicall. Every moment of a call is displayed clearly within our easy-to-use Cradle to Grave interface. And with over fifty call reports for you to choose from, you’re sure to find one that works best for you and your work environment.
    • Cradle to Grave stores and displays every event that takes place during a phone call, which means you can easily look at a call from “hello” to hang up. You can see whether there was a transfer, how long they waited on a hold or queue, how many users the client spoke with, how many calls were missed, and more. Cradle to Grave empowers companies with all the details they need to improve their business.

 

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