Composit"s
scalable and modular system combines advanced IVR, Dialer,
CTI, queue management, Intelligent Interaction Routing,
and multimedia management - all on a unified platform.
A single seamless solution simplifies call center management
and maximizes service capabilities. Composit supports
all contact center capabilities, right out of the box.
And, its open architecture enables the easy integration
of legacy systems and third-party components into its
infrastructure. Your past technological investments
are protected while future growth is accelerated.
Within
a single queue, all customer interactions are
handled and managed according to administrator-defined
business rules, ensuring service-level consistency. |
|
Queue management and routing
can be rapidly and dynamically adjusted in real-time
for maximal operating flexibility and productivity.
Intelligent skills-based routing
Composit routes interactions to optimize customer satisfaction
and contact center productivity. Each organization can
set the business rules that govern how, when and by
whom each interaction is handled. Composit's intelligent
skills-based routing capabilities leverage knowledge
of the caller profile, such as DNIS information, VIP
status, customer's interaction history, along with agent
skill sets, such as language capabilities, work experience,
and customer-specific histories. The system also factors
in business rules, such as working hours, load balancing,
and assigned priorities among various media.
Screen
pop
Ensure your agents have the information they need before
they even start interacting with a customer. With built-in
integrations to popular CRM solutions from Siebel, PeopleSoft,
Pivotal, Microsoft and others, your system administrators
will enjoy easy integration and upgrades.
Callback
service - enables customers
to leave a voice message requesting a return call and
automatically routes the message for speedy handling
by an agent
Call proxy - allows customers to hang up after
leaving a data item such as a voice message or customer
ID, and yet effectively hold their place in the queue;
the system prompts an automatic call-back when it is
their turn
Back queue navigation - enables agents to redirect
callers to an IVR or specific agent or campaign queue
IVR
Composit IVR empowers you to deliver convenient, cost-effective,
24/7 service via voice or Web, without increasing your
human resources. Callers are identified by ANI or from
an entered ID number that the IVR system looks up in
your database. This enables calls to be automatically
routed and handled for optimum customer satisfaction,
according to their preferences and your business rules.
Composit's support for information request and delivery
by email, fax, web form, SMS, and over the phone, with
or without agent intervention, ensures your customers
get the information they want, when and how they want
it. In addition, IVR seamlessly interfaces with advanced
voice technologies, such as: speech recognition, text-to-speech,
and voice authentication systems.
Dialers
Composit dialers boost agent productivity and campaign
effectiveness by automating outgoing call initiation.
In any campaign you can utilize either or both of the
following options:
IVR auto-dialer call according to predefined business
rules with prerecorded msgs
Call initiated via the Agent Dialer, freeing IVR lines
Progressive dialing
Preview dialing
An unlimited number
of campaigns can be handled simultaneously, allowing
load balancing. Agent Dialer and IVR dialer can also
be used simultaneously, enabling maximum productivity
at all times. With agents freed from dialing and the
ability to activate IVR dialer 24 hours a day, you can
make the most of all your resources for all your campaigns.
