Smart IP provides a strong Contact Centre portfolio to suite different needs. Contact Centre is a full suite of “call” handling and routing applications with powerful real-time and historical reporting. Through CTI (Computer Telephony Integration), Outbound and Multimedia applications, businesses can improve customer interactions and are better able to manage their resource pool.
Call Routing Management
- Respond quickly and effectively to callers by delivering sophisticated call routing and management capabilities for inbound and outbound voice, multimedia (e-mail, text chat, video), and Computer Telephony Integration (CTI). Match the customer’s request with the most qualified agent for quicker “call” handling and customer resolution.
Real Time and Historical Reporting
- Real time and historical reporting enable supervisors to optimize staff levels to accommodate fluctuating call volumes and to more efficiently manage the multimedia contact centre.
- Smart IP quality monitoring and recording solutions will help ensure that your agents are delivering superior customer service.
Avaya Aura Contact Center 6.1 (AACC 6.1) is a context-sensitive, collaborative, voice and multi-media customer contact solution that allows enterprises to anticipate, automate and accelerate customer interactions. AACC 6.1 intelligently routes up to six simultaneous multimedia contacts to the most appropriate resource through a unified agent interface. By creating a complete view of the customer and the context of their interaction, AACC 6.1 allows enterprises and organizations to manage the customer experience in a way that consistently delivers a superior level of engagement. AACC 6.1 enables the ability to reach out to customers proactively, combines historic and real-time contextual information about a customer to improve the quality of interactions, optimizes agent utilization and productivity, and enhances supervisor performance to deliver superior customer experience and drive sustainable business growth.
CCE 5.0 adds new capabilities described within this solution brief including enhancements to email routing, agent chat greetings, and integration with Avaya Voice Portal, Call Recording, and Workforce Management. CCE provides multi channel contact center capabilities that translate into tangible business results.
Avaya NES Contact Center
Avaya NES Contact Center significantly expands functionality while greatly simplifying the tools used to implement, maintain, manage and use the system on a daily basis. Your business gains the flexibility to exceed customer expectations while maximizing operational effectiveness. As a modular, scalable, standards-based solution, Avaya NES Contact Center delivers the advantages of an all-in-one solution without the drawbacks: you can purchase just what you need, when you need it.
So whether you’re starting a new center, looking to manage multiple channels of communication or want to integrate outbound customer campaigns, Avaya NES Contact Center is the better and easier way to meet your objectives.
Nortel Networks Symposium Call Center Server helps you respond quickly and effectively to callers’ constantly changing priorities by delivering superior call management capabilities and utilizing the latest in communications technologies. It provides the solid foundation you need to help build profitable, long-term customer relationships.
Symposium Call Center Server delivers the solution your business needs to build customer loyalty and meet expectations in today’s highly competitive marketplace, setting a solid foundation for an extraordinary customer experience.
ShoreTel Enterprise Contact Center software provides advanced multimedia call center solutions for all organizations.
Sophisticated real-time management and reporting tools let organizations analyze their performance and measure the results.
The customer experience can be tailored to meet specific requirements with advanced routing, multiple service options, and tools that help deliver calls to the right agents and services at the right time.
Smart IP and Customer
Smart IP provides businesses with a Contact Center Solutions. Smart IP currently has Avaya, Nortel and ShoreTel Contact Center Solutions to provide to a clients. Smart IP is the dealer/distributor/provider/seller for Avaya, Nortel and ShoreTel Contact Center Solutions, we provide our services from several locations: Brampton (head office), Ottawa, Hamilton in Ontario, and many other locations all over the Canada. Please don’t hesitate to contact us at (905) 759-2660. We look forward to working with you and helping to decrease your communications costs.