Business Challenge: The traditional approach of a call centre with only voice calls being answered by agents is now history.

Organizations today are challenged by increasingly demanding customers, who are no more interested in single channel voice operated services. Instead, they looks beyond and likes to connect through varied media to reach others; be it via email, IM, text etc; much more than just the phone.

A constantly arising need of a contact center for reaching out to customers using a dedicated communications channels which is now an essential component of any business model.

Progressive Solution:

With Progressive state-of-the-art contact center solution, the switching system will automatically distributes incoming calls and routes them to the agents based on the routing rules, without any manual intervention. It also generates detailed reports on the system and agent performance. Further, the solution also manages, integrate customer interaction across communications channels to retain and grow the value of your customer base.

Key Benefits:

• Reduced Outlay Using a single converged network for voice and data traffic, organizations can save on:
  • Network maintenance
  • Administration
  • Equipment
  • Software
  • Management
  • Operational costs
• Unified multichannel communications for more robust communication channels includes
  • Phone
  • Email
  • IM
  • SMS
  • Video calling, etc
• Virtual contact centre manages geographically dispersed operations, resources and management systems from a single location in real time.
• Enhanced flexibility due to integrated communication channel, updating the complete system is lot easier.
• Support for existing equipment: IP contact centre systems frequently work alongside existing PBXs and data systems and will not overburden with new installation cost.
• Comes with advanced features which will add luxury to existing infrastructure.