IP Call Center Solution.

The Teliacom IP Call Center (ICC) is a complete Internet - based system that provides advanced Call Center facilities over the Internet or any IP network.

With the ICC system, Callers may access the Call Center through their PCs, POTS phones and other devices like PDAs, Set Top Boxes etc.

The ICC system modules make use of advanced VoIP and data mining technologies to enable the exchange of both voice and data between Callers and Call Agents through the Internet.

Features and Benefits:

• Multiple contact methods are supported (web pages, Voice over IP calls, POTS voice calls, e-mail, text chat, etc.), seamlessly unified and tightly integrated.
  
  
• Call handling support material (e.g. web links to items related to the call, customer-related information, etc.) is automatically retrieved and forwarded to the Call Agent along with the call to help better serve the request.
  
  
• Integrated with a Customer Relationship Management (CRM) system, ICC provides fully personalized support and customer services.
  
  
• Call Agents may accept mail messages with attached files and reply to them by typing free text, adding web links (selected by the system administrator and relevant to the call), modifying the attached files and sending them back to the Callers.
  
  
• Call Agents may receive web forms' data from Callers and fill the forms on their behalf, while communicating with Callers through text messages, VOIP or PSTN.
  
  
• Support services may be accompanied by promotional / informative material selected by the administrator, pushed to the browsers of the Callers' PCs.
  
  
• Allows selection of the most suitable Call Agent to handle a call according to criteria set by the system administrator.
  
  
• Detailed logging of all actions and operations allows Call Agents' evaluation and resource usage monitoring.
  
  
• Web-based configuration and monitoring tools allow administrators to remotely and easily control the entire platform.
  
  
• The distributed system architecture allows physical dispersion of Call Agents, minimizing operation costs.

• The built-in scalability and redundancy allow the provision of 100% available service that may adjust to the growing, ever-changing market needs.
  
  
• The complete ICC solution can be securely shared by multiple customers/companies, allowing Application Service Provisioning under various business models.
  
  
• Support services may be accompanied by promotional / informative material selected by the administrator, pushed to the browsers of the Callers' PCs.
  
  
• Allows selection of the most suitable Call Agent to handle a call according to criteria set by the system administrator.
  Detailed logging of all actions and operations allows Call Agents' evaluation and resource usage monitoring.
  
  
• Web-based configuration and monitoring tools allow administrators to remotely and easily control the entire platform.
  The distributed system architecture allows physical dispersion of Call Agents, minimizing operation costs.
  
  
• The built-in scalability and redundancy allow the provision of 100% available service that may adjust to the growing, ever-changing market needs.
  
  
• The complete ICC solution can be securely shared by multiple customers/companies, allowing Application Service Provisioning under various business models.