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Contact center systems (CC)

Use case:

  • Organizing the intelligent call routing  to provide the best service quality for the customer
  • Organizing unified reception of incoming and outgoing calls by means of multiple communication channels: phone, chats (WhatsApp, Skype, telegram, Mail Agent, website online chat, etc.), email, SMS, social media
  • Setting up multi-level voice response menus (IVR)
  • Organizing campaigns for automated customer calling
  • Using robots trained on neural networks for live interaction with customers
  • Organizing subsystems for control, monitoring, and reporting of call center operators

Subsystem elements:

  • The server part is comprised of computing resources and specialized software.
  • The operator workplace: software interface of the operator, softphone, hardphone, headset.
  • Additional services for control, monitoring, and reporting, as a rule, are based on individual servers with specialized software.

Benefits of the subsystem:

  • Higher customer loyalty
  • Reduced number of lost calls
  • Higher staff efficiency
  • More convenient interaction with customers
  • Lower load on staff
  • Reduced call processing time
  • Supervision of employees' work and processes