Interactive Contact Center (iCC)

Interactive Contact Center (iCC) is a complex of products for integrated the web of communications with clients allowing to automate work of divisions of the most different scale from the receptionist to the high-loaded geographically distributed customer service centers.

• The integrated web communications - Consolidation of all types of communications between the client and the agent (operator) on the basis of web technologies.
• Web focus - the User widgets are built in the website of the company, allowing to perform multimedia calls and to see information on the current loading of contact center directly from the website of the company. All functionality (a user interface, a workplace of the agent, audio, video, a chat, broadcast of the screen and many other things) - are available always and everywhere, from any computer, without additional programs, via the normal browser.
• Clients at distance of one click
• More conveniently and quicker: it is not necessary to take phone to dial number specified on the website.
• Informativny: business card of the operator, history of calls, any other information.
• More comfortably and more visually: information on the current loading of contact center, answering interval of the operator (including prior to the beginning of a call).
• Advertizing and informing: games or advertizing videos in waiting time, formation for clients of targeted marketing and advertizing campaigns.
• More emotionally: see a smile of the operator (not only to hear), a form for quality evaluation on end of the address.
• Possibility of the choice: convenient communication channel.
• Low costs
  • it is not necessary to purchase the expensive specialized equipment
  • Reduction of quantity of calls on traditional communication channels
  • Reduction of duration of service of a call due to use of all communication channels (a voice + video + a chat, etc.)

Main functionality

• The interface for calls from the website (user) and the automated jobs of agents on the basis of web technologies
• Calls with support of audio, video and a chat
• Display to the user information on loading of contact center, queues, agents to a call and to waiting time to queues
• Display of advertizing videos or games in waiting time
• Traditional functions: deduction, call transfer (with transfer of a context of a call and history of a chat), audio conferences
• Video conferences
• Collecting of statistics and report generation
• Quality evaluation forms on completion of a conversation
• Broadcast of the screen (Screen sharing)
• File transfer
• Black and white lists
• Service of the order of a call (Call back)
• Call recording (audio, video, chat)
• Functions of the supervisor: viewing agents and active calls, connection to a conversation, forced change of the status of agents
• Storage of audio-video
• History of calls and chats
• Voice and video mail
• Integration API
• The appearance of a widget is created by the designer of the interface
• Open interfaces for integration with the existing information systems and call centers
• Modularity for optimization under needs of the specific customer

• • up to 3 participants in one conference without additional components

Interactive Contact Center (iCC) – Web-centric Interactive Contact center

Key advantages

• "Prolongation" of call center in the Internet (8-800 or any number becomes available from a web)
• Significant increase in conversion of visitors of the website in clients of the company
• Extremely effectively when holding short-term advertizing campaigns
• Increase in satisfaction and customer loyalty
• Social orientation. Customer service with limited opportunities (video communication with the operator knowing surdo language)
• Online assessment of service of the call center operator upon completion of a call the client

• A cloud solution (as service for the monthly rent) or "on site" the solution

• Cutting of costs for communication due to natural transition of a part of clients to a web

Key features

• Individual widget - the call key of call center for the website of the company (on a brendbuka)
• Target advertizing videos of the company in a call window on client side in answering interval
• Broad set of interactive opportunities:
  • Display interactive information on the status of queue and average time of waiting even before initiation of a call
  • Interactive text IVR for reduction of time of "wandering" according to the voice menu
  • Personal queue management (transition from queue to queue in the presence of several queues, etc.)
  • Online change and display of the status of the agent in a call window (as addition to personal queue management)
  • Voice and video service
  • A chat with the operator (including during voice or a video call)
  • Screen Sharing (including during voice or a video call)
  • File sharing and other digital information (including during voice or a video call)
  • Call recording (voice, video, screens)
  • Collecting and analysis of statistics
  • Voice / video mail for after hours
  • Integration with specialized sources of information (CRM, databases …) and other corporate applications

The solution iCC is modular, can be implemented as integrated turnkey your company in IT infrastructure, and is leased you in the form of service in "cloud". Use of iCC will allow you to gain effect unattainable earlier of your Internet representation (website) and the existing call center, to increase inflow of clients, to lower operating costs on communication, to strengthen the status of the innovative company, to raise a customer loyalty.

Interactive Contact Center 1.1

The Teligent company announced in July, 2012 release of the new version of Interactive Contact Center (iCC), a complex of products for customer service via the Internet. Among the most important changes: the new improved design of jobs of the agent and supervisor, expansion of functionality of a workplace of the supervisor and new widgets for embedding in the website.

The quality and development of the interface with which the agent of contact center works directly influences not only duration of service of a call, but also fatigue of the agent, an error probability in work. For this reason special attention is paid to convenience of an automated workplace of the agent, a possibility of his seamless integration with interfaces of other systems.

The functionality available to the supervisor becomes significant if it manages rather big (more than 3-5 people) or removed group of agents. In real time the supervisor can browse the statuses and manage agents of the group, control the status, performance and to trace the current talk. All functionality of a workplace of the supervisor is optimized for quick and effective response to any situations arising in contact center.

The call to a web contact center begins for the user with a widget on the website, and its appearance, the informational content and convenience of using are very important. The client should have a possibility of the choice between different constructive options and a possibility of change of appearance. New widgets allow to provide visually loading of queues of contact center and to prompt to the user the most suitable method of the appeal to contact center depending on its loading.

"Web communications change the settled approaches to customer relations, and will become an obligatory element of each contact center soon. We so got used to telephone communication that we do not think as far as communications can become others already now. If telephone wires cease to connect subscribers, and instead they will be connected to the general web environment, the voice will not be more only channel, or even one of channels, and will become only one of the types of media information available to users, on an equal basis and together with other types, such as video, a chat, mail, web pages, skrinkasta" - Alexander Lykoshin, the director of products of Teligent company noted.

In a complex of the products Interactive Contact Center (iCC) a wide range of possibilities both for agents and supervisors, and for users of contact center is implemented. Using products of the line of Interactive Contact Center (iCC) the company of any size and the sphere of business can quickly, and in a short time to construct own or to expand functionality of the existing call center using web technologies.