CTI Contact Center on demand

2017: Updating of December

On December 11, 2017 the CTI company announces an exit of the next version of the "Contact Center on Demand" software product.

The upgraded version of a cloud service is directed to increase in efficiency of CC. In it the functionality is expanded, the interface of attendant workstations and the supervisor is optimized, work with reports is improved, the security system is updated.

In "Contact center on demand" reporting system is upgraded:

• search of reports became simpler (users can note them as favorites and to provide permissions to viewing);
• opportunities for work with tables of reports are improved. They allow the user to configure independently sorting according to groups, commands, the direction, calls, etc., to create threshold values using a combination of several fields;
• the version shows the improved type of submission of the report:
  • it is possible to execute the dynamic choice of fields,
  • to change the size of columns,
  • to sort, turn and develop the grouped data.

Properties of the latest version of CC from a cloud:

• the notification on an incoming call on the monitor screen;
• placement of several devices on one tab in the neighbourhood with each other;
• dynamic change of height of the Statistics on a Command device;
• display of a context (questionnaire) of a call in Russian;
• the timer of finding of the operator in the status.

In this version the line of the supported models of the hardware Cisco phones is expanded.

The security system more strictly reacts to incorrect data entry, blocking an account of the administrator, operator or supervisor.

2015: Upgrade of "Contact Center on Demand" service on the CiscoUCCE 10.5 platform

By the fall of 2015 of CTI completed upgrade of the "Contact Center on Demand" service which is based on the CiscoUCCE 10.5 platform. "Contact Center on Demand" expanded the functionality. Changes affected routing on skills of agents: the amount of attributes and steps for Precision Route of queue increased. Besides, in the interface of service there was an option of the choice of language, the timer of the status of the agent and a call to the automated workplace CiscoFinesse is implemented.

Upgraded version of service simplifies work thanks to expansion of functionality of administration of a system, the implemented support of video calls and function of display of statistics in turn of calls in the automated workplace of the agent. It should be noted that stability of system operation in general also considerably increased.

Using service "Contact center on demand" from CTI new users will be able to create from scratch in short terms full-function contact center or it is essential to expand possibilities of already existing TsOV. Owners of contact centers on the basis of the CiscoUCCX or UCCE platforms will be able to try possibilities of a new system without capital costs of upgrade. For such clients the possibility of pilot testing of the new version is provided. Based on tests users will obtain enough data for making decision on need of upgrade of the old platform and transition to the new version.

2014

Option of human resource management (WFM)

Since March, 2014, in addition to record of interactions and quality control, the option of human resource management (WFM) is available to customers, bringing services to the Workforce Optimization (WFO) level.

The service integrating in itself functions of the forecast of loading, resource planning, record, quality management and performance, is one of the most demanded in the market at present. Payment only for really used resources, flexible management by quantity of jobs, use of the latest technologies without serious capital investments, examinations of the leading solution providers, reliability of services gives to the customer the chance to focus on business challenges.

The solution WFO, thanks to the unified architecture, provides uniform access point to functions and data, a unified environment of administration and the database of operators, uniform model of security and also the single graphical user interface.

Now all opportunities of optimization of labor resources as a part of the solution of the contact center on demand provided by CTI company are available to the customer.

Availability of Cisco Jabber

The CTI company expanded the list of the services making the solution "Contact Center on Demand" in May, 2014. Now the given service includes a new functional option - Cisco Jabber.

Cisco Jabber-the application which supports functions of accounting of presence, instant messages, video transmission and voice messages, joint work and conference communication on Windows, computers with the Mac OS operating system, the tablet systems and smartphones. Cisco Jabber helps corporate users to perform simple and safe search of the necessary employees. Also he allows to find out whether they are available to communication on what devices and also to conduct joint work, selecting this or that method at discretion.

This option as a part of service "Contact center on demand" - more functional alternative to standard program (Softphone). The softphone is installed by default with a basic packet of service, Jabber can be used as an alternative communicator. Jabber is an additional option.

2013: Service start

Existence of the highly professional, quickly reacting to the growing customer needs, contact center - the key to success and company competitiveness. But how quickly to start in work of Contact cent which would meet all requirements of the modern market, and at the same time to avoid the considerable capital investments in the equipment and the software? - the organizations even more often face this question. The CTI company proposes the solution of this task, having started summer of 2013 service - "Contact Center on Demand".

Advantage of service - a possibility of gaining access to virtual Contact center without temporary costs and capital monetary costs. It saves from construction expenses of own Contact center and also on acquisition of the equipment and the software. One more feature of service is data protection of the customer according to his security policy.

"The contact center on demand", constructed based on the solution Cisco UCCE (Unified Contact Center Enterprise), allows the Russian companies to develop quickly own contact center and to expand its functionality with the minimum investments and optimal cost of ownership. Such known advantages "Contact center on demand" as lease (but not purchase) the equipment and software licenses, lack of a payment for connection, an opportunity to manage flexibly quantity of jobs of operators and supervisors, the round-the-clock technical support included in the subscription cost, a possibility of flexible integration with CRM systems, etc. became fully available also to the Russian customers now.

Functionality "Contact center on demand" includes intellectual distribution of the entering and outgoing voice and multimedia requests (email, a web, a chat, social networks, video, addresses from the applications unrolled on mobile devices of subscribers – BYOA, i.e. Bring Your Own Application), distributed system of self-service (the voice IVR application menus, video IVR for mobile devices and the Internet portals of self-service), the system of collecting and graphic visualization of statistical data, a call recording and quality control, planning of working shifts of operators, integration with CRM (CTI integration) and also other services.

Not only the companies creating contact center ('from scratch'), but also the companies which already have own service center of addresses can take competitive advantages of service, however want to have an opportunity quickly and without additional investments to provide to the clients new forms of remote interaction, beginning from service of addresses with the website of the company and finishing with full implementation of approach of OMNI Channel (omnidirectional customer service by all views of electronic canals of interaction).

After service start "The contact center on demand", is providing for corporate customers of such services in the plans of CTI company as:

• Unified communications on demand (corporate telephony, instant messaging, Presence, a video conferencing, voice mail, seamless integration with office applications and another);
• Service Desk on demand is service for automation of internal IT processes of the company;
• The protected office – service for providing a package of measures for implementation of information security policy at the enterprise.