The EnsemblePro Base Platform bundles more comprehensive functionality out-of-the-box. It provides a flexible, modular and cost-effective architecture to handle customer interactions in a multi-media environment. The unified platform offers universal agents that can handle the following functions:
To offer full fledge contact center functionality. It is designed to be used as an enterprise resource for managing our contact center, including voice, email, fax, and web interactions. It provides the following features: Delivers comprehensive contact center functionality in a unified platform Manages customer interactions across all channels Offers universal queuing and blending of all interactions Provides granular skills-based routing that uniquely and precisely matches each customer with best-suited agent Enables business rules to be implemented once and applied across channels Provides open system architecture and rich APIs for integration with other enterprise applications Includes built-in computer telephony capabilities including screen pop, coordinated voice &data transfers and soft phone Provides unified management, administration, and reporting across channels and existing solutions
Features mentioned in detail:
Automatic call distribution [ACD].
Interactive Voice Response [IVR].
Predictive Dialing.
Agent desktop solution.
Multimedia universal queue.
Web chat.
Web collaboration.
Voice mail.
Monitoring, Recording.
E-mail and Fax management.
Knowledge Base. Work flow.
Intelligent Routing.
Voice over IP.
Unified reporting.
Remote agents.
It is a unified contact center solution delivering ACD, IVR, Inbound, Outbound, Web Chat, Collaboration, Voice Mail, Email, Knowledge Base and Workflow distribution in a single platform. The solution lends itself to the deployment of Virtual Call Center offerings. Companies like ours can deploy self-service IVR, Email, and Knowledge Base applications, Blaster campaigns where pre-recorded messages can be played to the users with IVR functionality to guide them through the complete transaction. Customer data can be obtained via ODBC and used within the IVR script to determine appropriate routing. Further integration with Text-to-Speech and Speech Recognition will extend Virtual Call Center capabilities. We are equally capable enough to also offer INBOUND SERVICES with the above facilities & can also provide TOLL FREE Number in U.S.A, U.K & AUSTRALIA[Eg:- If any one calling from U.S.A will have to dial 1800xxxxx & the call will reach our call center to be answered.
