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Contact Center

Outbound Contact Centers

Reach out to increase customer loyalty and revenue.

You already know that labor can represent up to 80% of a contact center's operational costs. The challenge is to control and even reduce labor costs—but not at the expense of customer service. Agent-assisted and agentless proactive customer care campaigns are proven approaches to increasing customer loyalty and retention. All while keeping costs in check.

  • Predictive, progressive, and preview outbound dialing with campaign management
  • 500 agents per communication server, 10,000 agents per system
  • Skills-based routing and reporting of inbound and outbound phone, email, and web chat
  • Integrated IVR for campaigns, notifications, surveys, advertising, etc.
  • Do-Not-Call (DNC) compliance
  • Integrated audio recording
  • Run as a standalone solution or interface with any communications infrastructure

Inbound Contact Centers

Enhance your customer relationships with every interaction.

Do these challenges sound familiar?

  • High abandoned call rates
  • Low first-contact resolution
  • Missed service level targets
  • High agent turnover
  • Low customer satisfaction

OpenScape Contact Center meets and beats those challenges by helping you keep pace with customers’ demands, giving you a competitive edge. It’s designed to maximize first-contact resolution through intelligent skills-based routing, along with built-in expert presence and collaboration tools.

OpenScape Contact Center Agile

  • Single site, up to 100 concurrent agents
  • Group-based routing of inbound phone, IVR, call backs, and email
  • Integrated database with real-time and historical reporting
  • Integrated basic IVR
  • Pre-packaged CRM plug-ins
  • Works with HiPath 3000 voice platform

OpenScape Contact Center Enterprise

  • Single site or multi-site networked
  • Up to 1500 concurrent agents per system, 7500 agents per cluster
  • Skills-based routing of inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, and social media
  • Integrated database and reporting
  • Integrated IVR and Voice Portal options
  • Pre-packaged and custom Social Media and CRM integrations
  • Works with OpenScape 4000 and OpenScape Voice platforms

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