RCNTEC: Resilient Contact Center (RCC)

ARSIENTEK offers service - Contact center of Resilient Contact Center (RCC).

• Do you have a unique product and you are interested in that the market quickly learned about it?
• Do you start new service which requires "hot line"?
• Do you offer outsourcing in new area?
• And you need to organize qualitative technical support?

The contact center of Resilient Contact Center (RCC) will cope with any of these tasks effectively and without additional costs from the customer.

Functionality of Resilient Contact Center

• automatic distribution system of calls of ACD (Automatic Call Distribution)
• system of interactive voice routing of calls of IVR (Interactive Voice Response), IVVR (video of IVR)
• software agent with the integrated phone
• support of jobs of agents on any terminal device for choice (the PC, IP phone, mobile (CosmoGo for WinMobile), traditional phone)
• processing web chat, e-mail, voice call, fax
• record (Recording) of telephone negotiations, actions of the operator (video of the image of the screen of the monitor) for service quality control
• programs of call-down of subscribers
• monitoring of all resources of a system in real time (queue of calls, presence/absence and the statuses of operators and many other things)
• chronological reporting
• existence of open documentary program interfaces for integration into other applications, services (Service Desk, ASR/TTS (recognition/speech generation), the fax systems).

Features of Resilient Contact Center

• all channels of interaction: voice, mail, fax, chat and video
• completely IP solution
• linear scaling of performance
• complete fault tolerance
• easy integration with an information system
• intellectual routing of addresses on the basis of information obtained from the client or external DB.

Description of the scheme of providing service of Contact center of Resilient Contact Center

1) Prior to use of service of Contact center there is an approval of necessary level of service of Contact center and the choice of necessary services:

• choice of "beautiful" number practically any country of the world (8-800-222-22-22 (Russia), + 1-800-MY-DREAM (USA, Canada), +49-69-123-4567 (Germany), +44-800-123-4567 (Great Britain))
• ensuring visibility of local presence (thanks to local phone numbers) in the cities and the countries of presence of your clients
• approval of scenarios of call processing
• determination of accessory of operators and supervisors (outsourcing or own)
• service "reserve Call center" (dynamic transfer of calls on operators of a third party in case of force majeure circumstances)
• functionality of fax service
• organization of an interactive chat
• etc.

2) The customer interested in promotion of the products and services in the market carries out an advertizing campaign in the Internet and in media.

3) The clients of the market interested in this offer address on the specified details and the addresses, using express speaker circuits and electron coupling (a chat, e-mail, Skype, the SMS). All addresses come on processing to Contact center of the contractor (it is implemented in the form of cloud structure based on DPC).

4) The processed requests are integrated and go to group of operators and the Customer's supervisors.

Everything that will be required to you - it is connection to the Internet, and operators can be both yours, and ours.