Combine News

05/01/10

Combine Cloud Contact Centre launch


Combine has launched an on-demand Contact Centre product aimed at companies wishing to upgrade to multi-channel customer contact centre communication technology.

Combine working with leading data centre partner BCX has launched the Cloud Contact Centre on demand solution into the South Africa market.

Based on SAP Business Communications Management platform, the Cloud Contact Centre solution provides either a comprehensive stand alone contact centre solution, or can be integrated to any existing CRM or customer care platform using the soft-phone plug-in capability to provide communication function and data look up/screen pop capability.

The product is targeted at any enterprise large or small, public or private, that wishes to deploy comprehensive contact centre communication technology for inbound or outbound activities, but wishes to avoiding high CAPEX investment traditionally required.

Combine's Cloud Contact Centre solutions can be rapidly deployed from 0 to 160 seats in 30 days for standalone systems, which enables organisations to quickly realise the customer service revenue opportunities and cost saving benefits of unified communications and virtualised operations.

Fully scalable solutions are available from 5 to 5000 seats.

The Combine Business Communications Management contact centre fulfils the needs of multi-site (home, office x-n, mobile) requirements for organisations looking to enhance, replace or upgrade Contact Centre capabilities and/or legacy PABX systems, with a flexible, hosted, IP-T based, unified communication platform.

Key capabilities

  • ACD-(Automatic call distribution)
  • IVR-(Interactive voice response)
  • Call recording and call/interaction history
  • Skills based routing and activity workflow
  • Diallers – preview, progressive and Sytel predictive
  • Real time blended performance/campaign analytics
  • Full customer interaction history across all channels
  • Outbound sales and marketing scripting and surveys
  • Inbound, blended sales, survey, support trouble tickets
  • Supervisor agent management tools and analytics
  • Flexible least cost call routing and virtualised operations
  • User Presence information, directory and switchboard capability
  • Agent desktop CRM flexible campaign set up tools and agent screen design
  • Full business intelligence analytics capability
  • For further information contact Combine Solution Sales team:
  • UK +44 (0) 207 703 4572
  • SA +27 (0) 31 562 1200