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
Interactive Voice Response (IVR) - CentricIVR utilizes an internal rules engine to maintain the business treatments and service determinations then drives customer information, gathered from across the enterprise, to dynamically prioritise and route customers based on their complete value, preferences and/or desired business treatments regardless of the contact reason, media, or direction.