Contact center

Contact centre is a solution of system for administration and management of information on phone calls and callers. The solution deals mainly with the registration of data on incoming and outgoing calls executed through a telephone exchange. The system offers its users required information on a simple, fast and well-organized basis. The solution is suitable for middle and large organization, e. g. state administration authorities and regional or municipal offices.

Possibilities and functions

Contact centre has following main functions:
  • Caller’s profile.
  • Daily registration of phone calls.
  • Detail data on a phone call.
  • Calendar.
  • Control panel for work with a call.
  • Possibility to search and display related internal documents.
  • Search in Documentation Service (search for external documents).
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Advantages

The main advantages of the Contact Centre solution include:
  • Accessibility through an internet browser interface.
  • Option of personalization (individual user’s setup).
  • Ergonomic and intuitive user interface.
  • Work is simpler, accelerated and well-arranged.
  • Modern, adjustable and extensible solution based on Java technology.
  • Effective administration (simple and fast central setup including update).
  • Protected access.

Components

The Contact Centre solution consists of following four components (software, services and hardware):
  • System (web application from users’ viewpoint).
  • Implementation (installation, setting and adjustment to particular requirements).
  • User trainings.
  • Server.

Conditions

A necessary condition for the Contact Centre implementation is a telephone exchange - communication system using IP protocol including relevant application program interface JTAPI.


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