Contact Center

When it comes to Contact Centers, ILANZ has been present all along to give you the right kind of solution for handling volume calls in a call center environment. With contact centers, the focus is no longer on voice as traditionally was but our expertise brings to you various connectors to handle calls from different kinds of media as below: –

• Small centers to mega call centers with thousands of agents.
• High Available solutions with IVR, CRM database lookups, screenpopus etc.
• Voice based call centers.
• Voice and Email routing.
• WebRTC agents, Remote Agents, Tele client Agents.
• Skill Based routings, Traffic based Routing, Dialers, CDR billing systems etc.
• Social media connectors like Facebook Integration, WhatsApp integration, Twitter Integration etc.
• Screen pop lookups etc.

Atos Unify OpenScape Contact Center Enterprise

• Single site or multi-site ready
• Designed for growth, supporting up to 1500 concurrent agents per system, 7500 agents per cluster
• Improved agent performance with omni-channاel skills-based routing of inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, social media and bots
• More informed decisions with integrated reporting and comprehensive analytics options
• Self-service optimization with Interactive Voice Response, Voice Portal options (with speec recognition and text-to-speech) and chatbot / AI partner integrations
• Optimized ecosystem options with pre-packaged and custom Social Media, CRM and WFM integrations
• Voice platform choice, with Atos Unify OpenScape Business, Atos Unify OpenScape 4000 and Atos Unify OpenScape Voice interoperability
• Remote and distributed work support with an integrated (WebRTC) softphone option
• All-in-one option with native recording built in
• Cloud voice options with UCaaS integrations
• Ecosystem differentiation with numerous REST API choices
• Security built-in not bolted on