Infoline has deployed Unified IP Communication(UC) based hosted multi tenant contact centre technology platform. The various delivery channels include Voice, Email and other web-based services like live chat, co-browsing and integrated electronic fax. Key features of this platform include:
- Open Architecture
- Ability to Integrate with third party CRM software and platforms
Unified IP is a next-generation customer contact platform based on unified, multichannel product architecture. It supports sophisticated processes across multiple channels and reduces the Total Cost of Ownership.
Unified IP multichannel contact blending is designed to balance the objectives of maximizing the value of each contact, minimizing agent idle time, and maximizing agent productivity resulting in excellent service and maximized agent productivity.
It offers a combination of the three essential elements for delivering next-generation customer contact:
- Contact Management for governing technology-driven processes for customer communications
- Workforce Optimization to manage people-related processes for customer engagement
- Professional Services for defining and building solutions that optimize the people and technology resources across the enterprise
Our solution provides universal blend which addresses the importance of Contact Center multimedia delivery requirements. Unified blending allows an agent to seamlessly answer calls, send emails, fax and chat with the customer in a real time environment. It also provides one single view of the entire contact centre performance and metrics.