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Contact Center Solutions
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Microsoft Certied"The partners listed in this capability are qualified by Microsoft to deploy Microsoft Unified Communications Technologies, such as Exchange Unified Messaging and Office Communications Server (OCS), including audio, video, and Web Conferencing, and VoIP. Each partner has completed a rigorous technical readiness program that includes an internal deployment of the complete Microsoft UC offering."
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Connex Contact Center Solutions

Connex provides comprehensive contact center solutions that lets all types of businesses manage all types of customer interactions – from phone calls and faxes to e-mails and Web interactions. Our solutions focus on customer contact management so agents can focus on providing quality service, and contact center supervisors can focus on maximizing agent performance.

Contact Center Features
  • ACD with Universal Queuing:
    You know the power of an automatic call distributor in a call center. Step up to the most complete multimedia ACD available to power every one of your customer interactions. Utilize skills-based and media-based routing to quickly get each interaction to the right agent.
  • IVR:
    Use interactive voice response component to offer self-service options while customers are waiting in queue, or speech-enable your self-service options for customer convenience your competitors can’t match.
  • Screen Pop:
    Get the right information to agents before they ever start interacting with a customer. With pre-built integrations to popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft and others, your system administrators will be glad to avoid the CTI hassles and upgrade nightmares of the past.
  • Multi-site Routing:
    Leverage IP telephony to virtually eliminate phone systems at remote sites and also allow agents and supervisors to work from home, from a branch office or anywhere else. Multi-site routing improves agent availability and productivity with carrier-based pre-call and post-call routing whenever weather or other disasters threaten your contact centre’s operations, and your customers’ satisfaction.
  • Outbound Campaign Management:
    Increase sales, collections and other business objectives using outbound, blended, and even multi-modal agentless campaigns that efficiently dial your contact lists according to campaign goals. One solution lets you create campaigns, build Web-based campaign scripts, and monitor campaign activities for thorough telemarketing regulatory compliance via real-time supervision and detailed reporting.
  • Digital Call Recording and Quality Monitoring:
    Record calls as well as e-mails, faxes and Web chats based on configurable business rules. Flexible scoring and out-of-the-box scoring reports also optimize agent performance. Pre-integration with CIC provides a cost-effective solution that’s easy to install and configure, including intuitive user tools for recording file storage, management, and quick retrieval.
  • Customer Self-service and eService Automation:
    Offer customers their choice of speech-enabled IVR, e-mail response management or Web self-service to access information when they want it, where they need it. Easy system pre-integration enables you to give customers the convenience they demand, free from legacy system limitations, for less cost, and according to your contact centre’s business needs.
  • Speech Recognition:
    Simplify IVR processes, database access and more for customers.

 

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