Setting a contact center requires huge capital outlay and resources and it is but logical for an entrepreneur to look for solutions that promise hassle free and secure options. While the capital amount involved in establishing a small setup would almost be the same as may be required for a much larger outfit, the risk of a failure due to unstable technological backup is always high. Wateen hosted contact center opens up prospects for your business and reduces overheads through a hosted solution. This enables you to do away with the large capital investment and install a premise based system.
You remain focused on your core business, knowing that your contact centre functionality is highly reliable, professionally managed and monitored 24 hours a day. The hosted option allows flexible and rapid deployment of call centre technology and ensures compatibility with existing equipment and systems. Wateen hosted contact center supports remote agents and multiple sites as a single virtual contact centre transparently via a managed IP network. It offers valuable benefits to customers such as minimizing unnecessary financial risks for the company and its management, avoidance of large capital investments and start-up costs and time efficiency.
Users can now select a high quality, functionally-rich on-demand solution for contact center infrastructure, dialing, recording, quality management, workforce management, email response management, knowledge management, customer service and support and much more. Wateen hosted contact center’s comprehensive range of applications is available as and when required to meet your current and future business needs: Computer Telephony Integration (CTI): Network-based automatic call distribution (ACD) is combined with CTI services.
Blended Inbound & Outbound Dialing: Provides a combination of outbound dialing modes which compliments the powerful inbound call-handling capability .Campaigns can be built to use predictive, progressive, or preview dialing. Interactive Voice Response (IVR): IVR functionality is located in the network to provide information to callers or to collect information from callers before they speak with a live agent. Web Chat and Collaboration: Enables contact center agents to respond immediately to customer questions, using your Website along with text chat or real-time web collaboration.
E-mail Management: Provides a comprehensive solution for managing large volumes of customer e-mail inquiries submitted to company mailboxes or websites. Intelligent Call Routing: Calls are routed between contact centers based on call context information (dialed number and caller ID), agent availability, and customer information from databases. Wateen also offers value added services like Voice Recording, Workforce Management, Screen Capture & Quality Management, and Wallboard to complement its basic contact center offering.