Your customers demand real-time communication, multichannel access and personalized contact center interaction - but you need to reduce costs.

    Augmenting Self-service Applications with Live Agent Assistance

    Our Intervoice IP Contact Center solution intelligently routes any type of customer communication in a consistent manner to a live agent or self-service option. These types of communication include phone, e-mail, Web chat, voice messages and fax. Giving your customers fast and efficient service, this comprehensive solution also offers:

  • • Increased agent productivity

    • Reduced operating costs

    • Streamlined and cost-effective deployment

  • Media Routing

    Using enterprise-wide knowledge about your customers to optimize routing decisions, the Intervoice IP Contact Center intelligently routes any type of customer contact to self-service or live agent assistance, regardless of agent location.

    This multisite, multimodal routing capability can be configured to your business requirements. It delivers:

  • • Enhanced customer service

    • Improved routing efficiencies and productivity

    • Streamlined cross-sell and upsell opportunities

    • Increased revenues

    • Increased agent productivity

    • Reduced operating costs

  • Agent Desktop

    The need to streamline and improve how agents manage client communication remains a high priority for contact center managers. Our Agent Desktop solves this need.

    This multimedia application provides a single desktop interface with a unified view of multichannel customer contacts. It helps agents transition seamlessly across communication channels and offers:

  • • ShuttersTM agent desktop management tool improving agent productivity

    • Soft phone capability, eliminating the need for phone sets

    • High-quality, consistent customer experiences

    • Easier agent collaboration

  • Administration/Management

    Flexibility is key when implementing a contact center solution. You need cost-effective solutions that are easy to deploy, manage, adapt and upgrade.

    Our IP Contact Center agent interface offers the flexibility of configuration to meet your business requirements. It enables:

  • • Easy routing of customers needing live assistance to the most appropriate agent

    • Quick and cost-effective configuration modifications that adapt to changing market dynamics

    • Simplified systems management

    • Centralized management of multiple locations

  • Reporting

    In today's competitive environment, your competitiveness depends on your ability to monitor and maintain customer interactions and deploy solutions and products as needed.

    Our IP Contact Center provides extensive reporting functionality to assist you to effectively manage your contact center. This functionality delivers:

  • • A library of standard reports

    • Consolidated reporting across multiple sites and types of communication channels

    • The ability to create custom reports using Seagate Crystal Reports to track your business-specific nuances