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The product enables connectivity to any switching system provided with standard SIP connectivity. Optionally, with the addition of a dedicated HW, an E1/PRA connection is enabled.
Implementation of ACD service enhances the customer experience of contacting with Call Center personal. The customer is welcomed and accurately notified about his/her status in the queue.
The Contact Center Suite gives the company’s customers satisfaction with access to the service by any popular communication service. In addition to standard voice communication the user can access the contact center agent via fax, e-mail, SMS or Instant Messaging. Popular social communication channels (services) can be used, such as Facebook, Twitter and others. An increase of functionalities is achieved by adding additional functional licenses.
The SI3000 Contact Center Suite enables the setting of 1500+ agent working places. The increase of capacities is enabled by multiplying the basic module equipment (which serves 100-120 agents) and operator and channel licenses.
The involved SIP technology enables the SI3000 Contact Center Suite operator to spread its agents over remote areas. Different topological architectures (e.g. cloud or centralized, etc.) are enabled.
The SI3000 Contact Center Suite can be used in practically any field: telecommunications organizations, banking and insurance, telemarketing, enhancing of hospital services, public and governmental services, e.g. “System 112”, etc. The field of use is unlimited.
Highly interested functionalities such as Contact Center Hosting and Outsourcing enable extra profits for the SI3000 Contact Center Suite operator.
In a situation where the Contact Center solution requires high availability of the service optional redundancy modules can be foreseen.
All calls are recorded. In this way the quality of service is raised and the number of malicious calls is reduced. Recordings can also serve as a help in the agent’s training process.
Communications via different communication channels (telephone calls, faxes, SMSs, e-mails, etc.) are enabled. All contacts, regardless of the communication channel, can be received by the unique Contact Center GUI.
VSS (Voice Service Server) suite enables the implementation of complex voice service scenarios. The editing of new Contact Center services or the customization of existing ones is enabled by the development teams of the Contact Center operator’s development team by using dedicated development tools.
The existing Contact Center operator’s DB, applications or CRM solution can be integrated into the SI3000 Contact Center Suite. In this way the SI3000 Contact Center Suite can be completely customized and adapted to the operator’s needs.
The Work Flow Server application enables the driving of complex, multilevel campaigns and their efficient overview.
Additional tools, such as Staffing Manager, Campaign Planner, and Knowledge Base can optionally help the operator to increase the system and the efficiency of its personnel.
If the customer gets a good first impression, he/she will return. Your Contact Center is the front end of your company. A pleasant agent supported by effective technology can give more publicity to your company and products than you can imagine.
The SI3000 Contact Center Suite is a tailored product. Tailored for companies that nurture the requests of a lot of contacts with their customers via different communication channels. The companies that want more and get more.
Despite its complexity the SI3000 Contact Center Suite usage & management is intuitive and simple. The owner of the product does not need to have highly educated specialists unless he/she wants to customize the campaigns. The product is ready to be applied.
Once the system is installed, it can be easily broadened by capacity and functionalities, which improves the customer contact capabilities, connections to external DB and services and the overall capabilities of the system.