Open Touch Contact Center

The optional Open Touch Contact Center is a cloud-based or premises-based system that provides an all-in-one customer information and interaction application that supports access via multiple media types across applications.

 

4.1.8.3.2 Contact Center

 

FEATURES

  • Pre-qualification by an Interactive Voice Response (IVR) unit for front-end caller identification/authentication and call characterization
  • IVR self-service at least for overflow or out of service hours, using touch tone and/or speech recognition with text to speech information updates
  • Automatic call distribution to a pool of agents or individually skilled agents
  • Ergonomic agent workstations
  • Automatic outbound campaigns, which initiate calls and present called customers to available agents
  • Call-blending features to share agent seats between inbound and outbound calls depending on traffic volumes
  • E-mail media pre-qualification and routing with automatic acknowledgement and/or agent response
  • Media blending features enabling distribution to multimedia skilled agents
  • Computer Telephony Integration (CTI) with the enterprise information system
  • One or more supervision and administration workstations to manage traffic flow and system configuration
  • Integrated real-time and historical reporting on individual or combined components of the contact center
  • Centralized or distributed architecture
  • High availability and branch survivability or more simple backup solutions.

 

Media Blending
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OC Desktop Apps
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CC Agent Sets
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