Multimedia Contact Center – increase reachability and customer service

Intelligent Group Based Call distribution & Flexible Queue Options

The integrated OpenScape Business Multi-media Contact Canter allows you to improve customer service and therefore the satisfaction of your customers. Thanks to intelligent distribution of calls, your customers are quickly and competently served, and always connected to the suitable employee.

In addition to call distribution, you can also offer customers e-mail or fax as other channels to connect with contact center.

Customers can also shorten their waiting times by leaving a message. Your employees then call back when there are less in- coming new calls.

Your agents can be in multiple group / Process and can be utilized optimally based on the skill sets defined in the system.

Other Key Features :

• Wallboard
• Caller list
• Preferred agent
• VIP support
• Call number-dependent voice guidance
• Wrap-up
• Authorization level