Contact Center

Either as part of a complete solution or integrated with an already installed communications infrastructure, Intech’s contact center solutions help organizations to improve quality of experience for their customers, whether human-assisted or self-service. These solutions provide proper treatment of customer contacts through the Internet, IM, e-mail, telephony, fax, multimedia applications and Social Networks.

Features include:

• Intelligent Call Handling -- Customize call routing and treatments based on customer defined combinations of call center conditions.
    
• Skill-based Routing -- Route callers to the resources best equipped to handle specific inquiries or customer segments. 
   
• Comprehensive Management Reporting -- Provides managers with decision-making tools, from real-time displays to historical reports that reflect contact center activity, agent performance, resource utilization and trends. 
   
• Open Interfaces -- Supports third-party applications such as reader boards, workforce adherence and scheduling. 
   
• Investment Protection -- Grows and adapts to a company’s evolving needs, employing open architecture, flexible design, and built-in scalability. 
   
• Voice Self-service for a 24x7 service availability with advanced speech recognition.