Blended Contact Center
Blended Voice allows agents to both make and receive calls as demand and strategy dictate. Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, our Blended Contact Center makes more efficient use of an agent and is a cost-effective way to wipe out abandoned calls, lower queue time, and increase agent productivity. CirriusINTERACT’s truly blended environment will maximize and leverage resources across inbound and outbound activities.
Blended Contact Center solution will automatically distribute inbound calls to the right agent with the right skills while allowing outbound calls via predictive dialing. This minimizes agent idle time, provides better response times for your customers, and creates efficient outreach programs.
When customers want live agent assistance, the information captured by IVR is used to determine the best agent to satisfy their inquiry. Skilled agents can be readily blended across multiple contact channels ensuring that you have the right number of agents, with the right skills, available at the right times.
In addition, Blended Contact Center solution provides end-to-end real-time and historical reporting of agent and call center activities, providing the visibility and insight your managers require to positively impact business results.
Blended Contact Center Features
CirriusINTERACT PBX (OpenGate) is based on the full featured Asterisk Call Center VoIP platform and has been optimized by Presence Technology to offer an innovative Contact Center infrastructure.
Get your customers to the right agents, right away. Skill based routing functionality directs calls, emails, web chats and voice mail messages (interactions) to the available agent with the highest skill level to handle that interaction.
Manage phone, email & chat channels in one application. CirriusINTERACT Contact Center is built around a universal queue with skill-based routing of voice, voice mail, email and chat interactions.
Direct integration capability into Salesforce.com through your IVR can increase agent productivity and capture information quickly to create a better customer experience.
Interaction Recording delivers the most comprehensive capabilities for capturing customer interactions, providing organizations operational flexibility and system resiliency while maintaining low total cost of ownership.
IVR is a sophisticated interactive strategy design and routing functions including voice recognition and voice synthesis.
CTI allows you to integrate your applications with your telephony.
Quality Management provides businesses of all sizes with powerful capabilities to drive customer satisfaction improve agent effectiveness and optimize call center processes. QM streamlines the quality evaluation and calibration process with wizard-driven and pre-filled forms.
TEXT-TO-SPEECH (TTS) provides Text-to-Speech synthesis, turning written text into spoken speech. This allows any computer or IVR application to convey information to a user providing an accurate and affordable means of speech enabling your telephony platform or software application.
Scripting is a powerful visual tool, focused on script development for telemarketing services, product sales and data collection.
Intelligent Routing extends ACD capabilities by defining business strategies to route Contact Center interactions over any channel (voice, e-mail, chat, internet, SMS).
Robo Dialer, a broadcast dialer, provides the interface between Voice Outbound and IVR. Robo Dialer brings several advantages to the table, like our extensive Voice Outbound dialer capabilities, which includes load and campaign management.
Reporting, a group of solutions focused on improving management and control processes in Contact Centers. Contact Center Managers and Supervisors acquire total control over their campaigns and services in real time or remotely.
Back Office Solution integrates back office tasks with agents’ daily tasks through the same call blending management solution.
Messaging allows customer interaction with Contact Centers via e-mail, fax and SMS channels, through the same agents who deliver voice services.
Internet manages chat, web callback and web collaboration, allowing customers to request support while surfing the Internet.
Social media connects clients through social networks and it standardizes the interface among these channels – tweeting, blogging, or even instant messaging – with no need of changing Contact Center’s current features, and no increase in operational costs.
Online management tool specifically designed for Service Managers which allows quickly and easy business rules implementation.
Administrator tool enables the system administrator to configure technical parameters of the telephony platform.
WFM software enables even the most complex multi-site, multi-skill and multi-channel call centers to forecast staffing needs, schedule their representatives’ time, and effectively manage change every day.
nteraction Analytics is a cross-channel analytics platform that enables cutting-edge companies to transform the valuable yet hidden information in customer interactions into business results.