Network Contact Centre
Network Contact Centre is a hosted, network-based contact centre solution offering sophisticated call routing, reporting and management functionality. The service provides the flexibility to support multiple contact teams and flexible working across multiple locations.
It avoids the need to install and manage ICT infrastructure to implement and operate your contact centre(s). The contact centre hardware and software are managed in Proximity’s network. You pay for what you use per seat.
Benefits
Optimise costs and resources – handle inbound customer enquiries like a well-run call centre, but without the need to have staff at a single location and without investment in centralised call centre equipment
Improve business flexibility – the network contact centres can be readily implemented and easily modified to meet the changing operational requirements for inbound call management within dynamic, mobile and distributed businesses
Improved productivity – Calls that need to be answered by a member of a specific project team, department or specialist, irrespective of their work location, including call recording
Network Contact Centre Solution
Allows agents to register their availability to receive calls at any location, over any network, to any telephone handset
Supports membership of multiple teams.
Call routing can allow for agent wrap up time and longest waiting agent
Queuing options support virtual contact centres and the ability to customise queue details as announcements.
Agent management and wallboard support
Supervisor options include the ability to listen, whisper and join the call at any point
Centralised call recording for both inbound and outbound calls – irrespective of an agent’s physical location.
Optional IVR front end
