The Contact Center solution is a software tool for managing the contact center which includes various features and scenarios as well as the business processes automation that include product sales, promotion, customer service, management, billing, etc., achieving an increase productivity of the agents as well as reduced operating costs.

Some representative cases in which our system is useful are:

• Customer Service Center
• Telemarketing Centers
• Collection Centers
• Telephone Banking
• Claims or complaints Center

A contact center handles two main types of problems:

• Inbound Calls (Incoming), where the call is generated by the client that requires attention or making a transaction.
• Outbound calls (Outgoing), in which action is initiated by contact center operators or by intelligent solutions that make auto-dial which is included in our solution.

Our tool uses several scenarios that encompass the main events of a contact center.

• Campaigns

It allows the generation of telemarketing calls for promotions, surveys, etc., as well as receiving them. When activated an Outbound Campaign, the system will dial the customer’s phone number and the agent may record the response of the call, as well as customer data, in case of the campaign being inbound, the system will verify if it already exists in the database showing the agent the customer's information to avoid duplicate records and customer annoyance. The information captured by each call may be accessed later in the historical reports.

• Orders

It allows the generation of orders, products sales or services. Through product catalog relates a list of prices and discounts, and also the configuration of shipping charges for the order and payment types (including the payment type if it is through bank deposit).

• Attention or incidents

Attention includes the recording of requests by the potential customer, both informative and complaints. It is also possible to setup troubleshooting solvers for each product or service specified.
Each scenario can be configured to handle different information depending on the needs of the client that hires the services of Contact Center.

Technology

• Contact Center is a web-enabled solution developed with ASP.NET technology
• MSSQL Server 2005 Database
• The communication platform is Cisco IPCC, however if you already have any other platform, it is possible to make the necessary adjustments to its operation.

Benefits

• Improved agent productivity.
• Proper distribution of incoming calls to the different positions.
• Work load uniform by the operator.
• Monitoring of the various states of an agent and the entire system.
• Real time and historical reporting and percentage.
• Intelligent routing.
• Outbound Telemarketing campaigns generator, generating calls in function of a company’s database.

Deliverables

Products including contact center solution are:

1Contact Center solution

2Dialer solution

3Knowledge Base management

4Notifier solution

5Escalation solutions

6Database structure

7Technical and operative documentation of the system

All our business solutions include: consulting, requirements analysis, process design, technology solution adaptation, support for implementation.