The complete I.P network solution - Call distribution and contact centre.
Commercially compelling, highly configurable and enhanced customer facing solution.
Whether you are currently deploying proprietary or cloud based solutions, the 21iN Network-Platform is a unique proposition offering a commercial advantage as well as game changing feature rich and customer facing benefits. The overall proposition dramatically changes the profile of what constitutes call centre deployment for SP and CP's.
Network based distribution
Translate to any UK or International number to I.P or any other global number.
Time & date routing
Tailored Service Creation using icon development kit. PCI Compliant Call Recording and payment services
Interactive routing is a web based interface, which allows businesses / organisations to define, modify, activate, display and rapidly roll out service creation & routing plans in real time.
As well as creating bespoke tailored solutions that allow you to orchestrate traffic flow to meet business demands as they happen, interactive routing is also an immensley powerful telephony tool as it combines Network IVR, advanced network services, contact centre solutions and sophisticated routing options - from filtering by region, time and destination to Tele-Voting and Skills Based routing.
Our web based contact centre is built for the most demanding of situations featuring a wide variety of features from sophisticated call flow building, advanced reporting and analytics. Where required, we integrate customers existing CRM and in house systems on a project-specific basis via http(s) or SOAP, as well as via vendor-specific proprietary interfaces. Database integration is easy to set up within our Visual Call Flow Builder, e.g. via http(s), SQL queries, SOAP access or even VoiceXML scripts.
Bespoke integration for seamless interaction between customer data for all CRM's.
ASR / TTS
Call routing using IVR, queries from external databases, comparison of values, Voice XML scriplets, call recording, ASR & TTS.
Standard or custom statistics direct from platform to call centre wallboards.
PCI Compliant network based call recording and storage, payment & integration for data processing. Data-mining interface for playback and recovery of historical stored media recordings.
A seamless analytics module with integrated predictive & progressive diallers for campaigns.
Mulitple routing plans with auto failover and full redundancy for Disaster Recovery.
Authenticates your customers through natural voice patterns. Improves customer experience and agent efficiency.
Real Time Voice Analytics
Customisable keyword and phrase detection for manager alerts to enhance agent performence, interegate historical audio for analysis and accelarate call types.
Reporting & Analytics
Predefined & tailored real time or historical data in Graphical and table formats.
Programmable multi-lingual utility that streamlines the customers contact experience and increases agent productivity.
Text to speech
Enables the sysnthesis of text-to-speech to create natural sounding voices in 20 languages.
Social Media Integration
Post interactive surveys across social media channels, capture CSAT scores via Twitter direct messages & Facebook private messages customer ratings & comments to real time wall board and reporting module.