IP Contact Centre Platform for Unified Customer Communications
Automatic Call Distribution (ACD)
Predictive / Power / Progressive & Preview Dialing
Interactive Voice Response (IVR)
Self-Service via Interactive Voice Response (IVR)
Voice Mail
Call Recording & Quality Monitoring
Online Email Management
Web Call Back
Web Chat
Web Collaboration
Browser Based WorkFlow & Scripting
Interaction History
Centric's Integration Capabilities
Reporting
Agent Interface
Supervisor Interface
Carrier-Grade Hosting and Multi-Tenancy
Centric Product Overview
Centric's Integration Capabilities
Much of the integration required in legacy call centres is unnecessary with Centric. The IVR, ACD, Dialer and Agent, as well as interaction history and recording, are pre-integrated and automatically synchronized, and always have the same complete call-related information available. This alone greatly reduces the time and cost of integration.
Agent desktop integration can be achieved quickly and inexpensively, often in hours rather than days, or in days rather than weeks or months. This works especially well in the hosted environment, where different tenants have different applications with which to integrate, and in environments in which each agent may require multiple integrations and multiple screen-pops. The platform also supports more traditional back-end (third party call control) integrations using XML-based CTI.