ROBUST CALL CENTRE ARCHITECTURE
Downtime in the client relationship is a not negotiable! That’s why the very core of the Nexys Contact Center solution is our highly reliable IP phone system with redundancy and virtualization support built in. Combined with the high availability and disaster recovery features in our Nexys Contact Centre solutions, you can be confident you’re protected from WAN and system failures.
INTELLIGENCE BUILT IN
Call Centre enables you to enhance productivity, lower costs and increase customer service levels by automatically selecting the most important call to be answered and then ensuring that it is handled effectively.
It makes all the decisions on how and where calls should be delivered – and when – in-line with your specific business goals, whilst providing Real-Time information and Historical Reports to your Supervisors, Administrators and Business Managers.
SOPHISTICATED CALL HANDLING
Sophisticated call routing lies at the very core of the our Call Centre system presenting calls to agents based on priority and skills in line with business goals and Service Level Agreements.
Call Centre utilises a highly sophisticated call allocation engine to ensure that these business specific goals are always met, whilst making the most efficient and effective use of the available agents, dramatically improving the ability to maintain high levels of service, even in periods of heavy traffic.
Each call in each queue is assigned an initial call priority that is determined by the queue it is assigned to, and the length of time it has been in that queue. This allows the priority of a call to dynamically escalate at a defined rate over time.