Teligent has represented a new version of the web-based Interactive Contact Center (iCC) product bunch
Teligent, Russian developer of telecommunication software products, has represented an update in their web-based Interactive Contact Center (iCC) product line. iCC product family is there to build communications amongst the clients on the web technologies basis and allow implementation of a wide range of services as the simplest ones like Click2Call, as multifunctional web-oriented contact center
- (1888PressRelease) August 28, 2012 - The iCC features allow establishment of flexible communication path between a company and their clients:
an interface to arrange calls within the site (user) and automated working places on the basis of web-technologies
audio and video- calls and chat within the web site
contact-center load, queues, agents status screening
advertisement and/or games screening during wait time
traditional functions set like hold, call transfer (with call context and chat history transfer)
statistics collection and reporting
call quality assessment forms
screen sharing
black and white lists
call back service
All interface controls both for the clients and for the agents are accessible on the web site of the company from within any computer in any part of Internet. Now there are new features which facilitate and change the communication context with the clients. They are: ability to provide a client with any information in a convenient way at any moment, abilities to control the call, opportunity to obtain such information as queue status, agent's average response time (based on that, a client takes decision whether to wait for the response, or cancel the call or order a call-back), ability to control their calls processing within the call-center (like during wait in the queue it becomes possible to specify the reason of the call, change call priority, select a preferred operator and assess the quality of service upon call termination, form marketing and advertising actions). Module structure of the solution facilitates its optimization for the needs of the customer.
The solution is based on the distributed architecture with an online redundancy and scaling of major components which makes it possible to use it in areas with high demands for service load and availability.
"Nowadays we notice a great increase in the amount of voice and video communication solutions, based on the web-technologies. Among their advantages are: price, simplicity and convenience. With us it is evident that web-technologies are the future of contact-centers both from the clients' point view and from the point of view of agents. Traditional technologies are rather limited and conservative in terms of the functionality provided while current demands significantly exceed the abilities of the traditional telephony. Modern web-technologies allow building communication among the clients in a new fashion. There is no more need to install and configure software or use expensive video-phones. Instead, web becomes a universal communication environment. The contact-center client is no more concerned with the wires; they become a web-site user and turn themselves into an active client and obtain a really interactive interface towards the internal services of the company. This indeed changes the principles of building relationships with clients" - says Alexander Lykoshin, product director in Teligent.
About Teligent
Teligent LLC is a subsidiary company of Devoteam Group (since October 1st, 2008). Teligent has extensive technical expertise and experience in the development and deployment of telecommunication systems for Value Added Services and in the core network. Specific areas of competence include SIP networking, switching, messaging, signaling, IMS and IN networks. Among our customers are the leading telecommunications operators from Russia and abroad such as BritishTelecom, DeutscheTelekom, MTS, MegaFon, TransTeleCom.
Contact Information:
Mariya Silenko - Marketing Manager
Tel.: +7 (495) 514 05 78
Email: info ( @ ) teligent dot ru
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