Contact Center Solutions

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Emerging Technologies is focused on helping companies improve the customer experience. We connect your customers over the right channels to the right people by providing the rich functionality of the best on-premise contact center systems. Our Contact Center system allows organizations to leverage real-time and historical information to deliver seamless, context-sensitive customer care while ensuring that they have the right customer-facing resources to create customer service strategies that cut costs and build customer loyalty. It facilitates communication via voice and multimedia channels, so businesses can deliver service on their customers’ own terms.

The solution uses SIP at the core along with standard SOA and Web-services interfaces to provide maximum flexibility. With centralized management and reporting, you can continuously improve the customer experience. 

PRODUCTS

Contact Center

Unified platform that supports any communication channel and allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen.

SIP

Providing IP based connectivity across the enterprise while eliminating legacy PBXs and ACDs and disrupting the existing operations. It leverages multiple communication channels including voice, video and chat.

Agent Desktop

Empowers agents with a single interface to use and manage customer interactions across multiple channels. Improves agent efficiency and effectiveness by allowing the right desktop environment, the ability to manage across the channels and eliminate the need for cumbersome, disconnected applications that frustrate both employees and customers.

Interactive Voice Response (IVR) Platform

Links personalized self-service IVR software with applications, speech recognition and agent assistance. Provide a secure, flexible inbound voice software platform that can be deployed in TDM, IP, or hybrid environments, architected for enterprises and service providers.

 CTI (Computer Telephony Integration)

Computer Telephony Integration (CTI) allows you to integrate your applications with your telephony, enabling the:

·         Coordination of telephony and data delivery to the agent (Screen Pop)

·         Control of telephony functions directly from the desktop (transfer, mute, conference, etc)

Our CTI Solutions:

·         Improves productivity as agents can immediately identify the caller and access their information

·         Increases customer satisfaction since customers no longer need to repeat information should they be transferred

·         Eliminates the need for expensive CTI equipment and complex implementations