Contact Center Features

Cloud and on-premises

Contact Center are leverage in an on-premises, cloud, or hybrid deployment scenario, allowing organizations to choose the model that works for them. Whether you choose on-premises, cloud, or hybrid, each of these solutions requires professional services to get your organization up and running.

Multi-channel elevations

Certain channels are great for quick resolutions, but sometimes you need to escalate to a different channel to resolve issues quicker. Sometimes instant messaging doesn’t cut it and you really need a voice call or a desktop share to solve the problem. When using Transfer and Attached Data the system facilitates movement among different channels, while keeping the context of the interaction.

WebRTC

WebRTC stands for web real-time communications. It is a very exciting, powerful, and highly disruptive cutting-edge technology and standard. Voice, Video, Text and Co-browse.

WebRTC leverages a set of plugin-free APIs that can be used in both desktop and mobile browsers, and is progressively becoming supported by all major modern browser vendors

Video Calls

With so many people used to conversing, collaborating, and learning through video, companies are now looking to video for customer service. According to a Forrester report, 1/5 of contact center managers are planning on adding or upgrading video support – they see that video has huge potential to add value to the service environment.

Integrated Interaction Viewers

An integrated interaction viewer, Allows agents, supervisors, and administrators to look up recorded and in-progress interactions, view contact history, and perform evaluations.

Multimodal Recording

A way to capture events and view them in holistically approach, example record calls, screens, emails, or IMs with a click of a button from the contact management toolbar and small API web components. You can also pause recording for privacy at any point, receive notification when you are being recorded, and receive notifications when there are recording errors.

Users with the appropriate access levels can access call, screen, email, and IM recordings and transcripts through the web, over a secure, encrypted connection, where they can be played back, downloaded, emailed for escalation, or deleted.

The Skype for Business

The Skype for Business App Certification Program is designed to offer Microsoft customers the added assurance of third-party solutions that have demonstrated a high quality experience and compatibility when deployed with Skype for Business. Only products that pass the specifications outlined in the Skype for Business Certification Program can be associated with this designation. All products that pass this certification program are listed on http://apps.skypeforbusiness.com/.

Enterprise-level security

Administrators can specify password complexity and expiration rules so that they fit your internal security requirements. They can also assign users different access levels. Only users with certain access levels can make modifications to accounts and queues, view reports, and monitor contact center performance. This ensures that only authorized employees can access your system, to protect customer information.

Built-in TTS and speech IVR

Speech IVR automates interactions with customers. You can use recorded scripts or text-to-speech to guide your callers through the IVR application.

IVR applications give callers access to information even during closed hours such as answers to FAQs, office hours, web addresses, driving directions, general information about your company, and more, in multiple languages. Callers can also select menu options that route them to the user who is best suited to handle their requests.

Speech IVR allows you to free up resources, easily adjust to changing business needs, and the same system can be used for internal help desk and external customer interactions.

SMS

Studies show that giving customers the option to contact your organization through their preferred communication channel is the best way to improve customer loyalty and brand reputation. According to Pew Research Center, 97% of Americans use text messaging at least once a day. With so many people using text messaging, it makes sense for organizations to add SMS into their contact center.

This provides customers another channel in which they can contact your organization while allowing agents to continue answering requests the same way they do today, reducing retraining requirements.

Response Group Integration

Response Groups offer basic functionality for departments who do not require complex call flows. However, contact centers and help desks typically need more advanced call flows and routing features. Response Group integration to allow departments who need basic call flows to remain on Response Groups, while migrating departments with more complex requirements.

CRM, Help desk and WFM integration

Combining real-time multichannel communications and CRM enhances the way organizations connect with your customers, partners, and stakeholders. integrates advanced communications workflows with CRM solutions to implement business routing rules across all media channels. By integrating CRM with the contact center, your organization can increase efficiency, improve knowledge distribution, reduce call duration, and improve customer experience.

Help desk integration:
An organization’s help desk is a hub for all things technology related. Help desk agents need tools that help them resolve technology-related problems quickly. Using the contact center productivity tools, your help desk agents will be able to solve support issues faster, so customers can return to an operational state as soon as possible.

Workforce Management (WFM) integration:
Integrating WFM into the contact center allows you to predict future interaction volumes and staffing needs. With WFM you can schedule the right number of people, with the right skills, at the right place, at the right time to provide the highest level of customer satisfaction.

Real-time Speech Analytics

RealTek’s Convergo Automation Platform integrates speech analytics provides agents with the equivalent of a personal assistant to help on every call. Real-time speech analytics listens to customer interactions for keywords and performs actions such as triggering a database lookup for calls from the same phone number, and displaying the transcripts. The agent can read it and proceed appropriately.

Real-time speech analytics can be applied to different scenarios where customer requests need to be fulfilled quickly and efficiently. When you use RealTek’s Convergo Automation Platform real-time speech analytics in your contact center, you are transforming it into a proactive, revenue-generating problem resolution hub, saving time and money.

Real-time and Historical Reporting Tools

Provides decision makers with complete visibility into contact center operations and allows them to make on-the fly administration decisions based on what’s happening in the contact center. This monitoring tool enables team leads and supervisors to perform simple contact center administration, such as managing queues, rerouting contacts, monitoring user performance, and creating custom alerts that pop up or are emailed.

Historical reports:
Reports can be scheduled to run and generate in different file formats. They can be further customized, depending on your requirements.
Allows you to analyze the data for trends, areas of productivity, and areas for improvement. You can also do a deep dive into queue performance, see things as they occur in 15 minute intervals, days, weeks, months, or years.

Software only

No specialized Hardware, can be virtualized and does not need expensive specialized hardware.

Social media queuing

Social media interactions are transitioning from the marketing team to the contact center. The tweety listener services searches social media sites for interactions that match pre-defined keywords, queues the interactions, and routes it to an agent. The agents can respond directly through the API management toolbar, without having to navigate to the social media site.

By integrating social media into the contact center organizations are able to improve response rates, increase productivity and increase customer satisfaction.