Call & Contact Centre
Our Contact Center Solution delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. FlexITy's Contact Center Solution provides the following:
- Delivery of each contact to the most appropriate resource anywhere in the enterprise
- Comprehensive customer profiles using contact-related data, such as dialed number, and calling line ID
- Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability, and queue lengths)
- Presence integration to increase caller satisfaction through improved agent performance, and knowledge-worker expertise
Our Contact Center Solutions allow you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen. Since each interaction is unique and may require individualized service, the solution provides contact center solutions to manage customer interactions based on almost any contact attribute.
