Call Center and Contact Center

We provide mid-market contact and call center solutions which integrate seamlessly with your existing systems. Telephony provides simplified Call Center solutions which do not require a great deal of system integration, featuring CC Supervision, CC Distribution, CC Outbound, CCIVR, CTI & integration with CRM tools.

A call center is the main hub for handling customer and other telephone calls, usually empowered with some amount of computer automation. A call center typically has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to the specific agent, and to log calls. They are standard for a number of companies, especially those that rely on high customer interaction such as logistics or e-commerce businesses.

A contact center is generally part of an enterprise’s overall Customer Relationship Management (CRM) and is typically a modern unified communications solution with specialized software that enables contact information to be routed to appropriate resources, contacts to be tracked and full customer interaction history to be gathered and managed. It serves contact with the clients beyond just through calls and is considered to be an important element in multichannel marketing, extending beyond traditional customer service.

First contact resolution in a contact center is becoming paramount in present day customer relationships.

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