Overview
Convergence Hosted Call Center -
Customer Interaction Solutions is a portfolio of applications that enhances ACD functionality. Customer Interaction Solutions is browser-based so customers can manage their contact centers from anywhere over the Internet. Customer Interaction Solutions stores information in the industry-standard SQL database format and uses Microsoft SQL to unify the database across its applications.
Customer Interaction
Convergence Customer Interaction Solutions enables you to enhance your customer service while minimizing contact center costs. It enables agents to handle customer inquiries quickly and efficiently, and empowers managers to improve business processes. The payoff? Service that leads to greater customer acquisition and retention, and ultimately differentiates you as amarket leader, entrenches customer loyalty and increases revenue.
Transforming Contact Centers into Profit Center
Convergence Contact Center Enterprise Edition is designed for large or small contact centers. A scalable, resilient and virtual solution, Convergence Contact Center combines robust communications platforms, automatic call distribution (ACD), and a modular suite of feature-rich, web-based applications for streamlining contact center management and enabling advanced multimedia customer contacts. With Convergence Contact Center, organizations can offer customers unparalleled service, while streamlining contact center operations and optimizing agent productivity.
Improving Business Processes
Contact Center Enterprise Edition enables business process improvement by providing home-based and remote agents with complete access to voice and data capabilities. It supports fault tolerant, scalable, and virtual contact center models, and provides reliable reporting and real-time functionality. With converged network cost efficiencies, the Mitel IP contact center solution also provides IT specialists with single-point configuration and administration.
...and Productivity
Convergence desktop productivity tools enable agents and supervisors to make informed decisions and provide prompt service. Employees can recognize customers in queue, dynamically prioritize calls, and instantly change agent and queue availability to adjust to unplanned call volumes. With Convergence's sophisticated forecasting and scheduling solution, managers can accurately match resources to expected contact volumes as well as measure, manage and drive contact center performance. Convergence's contact center solutions reduce the cost and complexity of deployment by leveraging your existing infrastructure. This provides an immediate return on investment that is measurable, sustainable, and future-proof.
Features
Convergence Hosted Contact Center
Cutting Edge Features for a Fast-Paced World
Contact Center Enterprise Edition is designed for Customer Interaction Solutions customers who have a sophisticated, formal contact center. Support additional forms of communication other than voice, such as email, web chat, SMS, and/or fax customer distribution. You can enable agents anywhere—at home, in the office, or around the world.
- Comprised of a single or multiple sites
- Handle contacts by email, Web chat, SMS, or fax
- Run reports from the entire suite (over 425 report templates) including trace reports and event reports
- View real-time statistics on desktop marquee for agents and supervisors
- Identify and control callers in queue and change their answer priority in real time
- Operate in a virtual contact center environment
- Demand a resilient set up
- Forecast staffing requirements
- Schedule agents and measure adherence to schedules
- ACD Resiliency
- Interactive Contact Center
- Interactive Visual Queue
- Contact Center PhoneSet Manager
- Contact Center Softphone
- Intelligent Queue Enterprise Edition
- Multimedia Contact Center
- Contact Center Scheduling
- Schedule Adherence
- CRM
- Call Accounting
- Traffic Analysis
To see an interactive demo click here
Screen Shots
Convergence Hosted Contact Center
Contact Center Client
Contact Center Client with Marquee
Report Generator
