OpenScape Contact Center Agile - Royal Trading Lebanon

Description

OpenScape Contact Center Agile

OpenScapeTM Contact Center Agile V8 is a cost effective, feature-rich contact center solution designed to meet the customer service needs of small-to-medium sized enterprises and "informal" call centers up to 100 active agents.

• Maximize First-Contact Resolution with Unique Presence and Collaboration Tools
  

• Improve Productivity with Intuitive, Visual Tools for Agents and Managers
  

• Deploy Easily, with Reduced Complexity and Modular Upgrade Options
  

OpenScape Contact Center Agile's intelligent group-based routing ensures customers are connected with the best qualified agent on a contact-by-contact basis, regardless of the contact medium (inbound, e-mail, and callbacks).

By allowing for blended media interactions, OpenScape Contact Center Agile reduces the need for follow-up calls or emails. This increases customer satisfaction and helps decrease the number of incoming contacts.

With integrated multimedia presence and collaboration tools, OpenScape Contact Center Agile empowers agents to find and collaborate with support staff anywhere in the enterprise.

Experts or specialists beyond the contact center can be set up with Associate Desktops to make themselves accessible should their expertise be required to solve customer issues.

It provides:

• Intelligent Group-based Routing
  

• Intelligent Routing capabilities
  

• Integrated IVR basic functionalities
  

• Simple CTI functionalities
  

• Agent / Associate Desktops
  

• provide OpenScape Contact Center Manager with:
  

                   Administration Center
                   Broadcast Center
                   Report Center
                   Design Center
                   Telephony Center

• Consolidated Manager Desktop
  

• OpenScape Contact Center Call Director
  

• OpenScape Contact Center E-mail
  

• OpenScape Contact Center Callback
  

• out-of-box Screen Pop Integration with Microsoft Dynamics CRM
  

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