ACD CTI IVR VoIP IP-PBX Email Management Predictive, Power, Progressive & Preview dialling Web Chat & Collaboration Call Recording & Quality Monitoring Browser Based WorkFlow & Scripting Transaction Recording Real-time and Historical Reporting SIP Trunking Telephony Services

Multi-Channel IP ACD with Universal Queuing
CentricACD
CentricDialer
CentricIVR
CentricCorder
CentricEmail
CentricWeb
CentricAgent
CentricTracker
CentricVoIP
Centric IP Integration
CentricAdmin
CentricReport

Product Information

CentricWeb

Many potential Web transactions simply never begin, and many others are abandoned in progress. With Centric a simple mouse click connects shoppers with live customer service representatives (Agents) in a multimedia sales andservice environment. Live agents can help customers find what they are looking for, answer questions about products and services, and motivate buying decisions. In addition to the keyboard chat, voice, and video options, Centric's collaboration tools let Agents "show and tell" via Co-Browsing, enhancing their ability to sell, cross-sell, and up-sell. The trend toward self-service on the Web is strong and growing. Centric supports and strengthens this trend by enabling merchants to provide their present and potential customers with the personal attention required to turn browsers into buyers.

Complimentary Communications Channels

Centric supplies a number of complementary channels that canbe used in conjunction with the primary communications channels:

  • Screen Pop: Information about the Web caller's browsing session, such as the web page that the Web caller was viewing plus the contents of the Web caller's shopping cart, can be presented to the agent at the same time that the call is delivered. In addition, the Web caller identity canbe used to retrieve other information about the caller from a Customer Relationship Management system.
  • Co-Browse: Agents and callers can browse the web together simultaneously. Both the agent and the caller can push pages to each other. Frequently used URLs are available to the agent for easy access. Commonly used URLs can be stored for easy access during co-browse sessions. Text chat phrases and URLs can be linked for one "push."
  • Joint form filling: Agents and callers can jointly completeforms on the web. Security features allow the system administrator to block selected fields (e.g. block an agent from seeing a credit card entry) and to block specific actions (e.g. prevent an agent from clicking on a button to confirm an order-it would be possible only for the caller todo so). Caller and agent always see the exact same page, even if Cookies are used to create the page.
  • Application-sharing and desktop-sharing: Agents can share applications and the full desktop. This powerful tool enables Agents to
  • remotely take control of a caller's PC - especially useful for IT and ISP help desk applications.