IP Contact Center

What’s IP Contact Center? 

IP Contact Center is the next-generation in self-service applications with live agent assistance to provide the greatest flexibility and features when responding to customers’ contacts by phone, e-mail, fax, or the Web. Razaki Technologies leverages existing investments with an open Service Oriented Architecture (SOA) based framework that allows contact centers to benefit from the synergy between the Razaki Technologies best solutions. Our system has characteristics, such open architecture, flexible, expandable, and reliable.We believe that each interaction is unique, and may require individualized service. For this reason, we provide contact center solutions to manage customer interactions based on almost any contact attribute.

Enigma Contact Center (ECM) is a modular multi-channel solution for call/contact centers that can be tailored to your specific requirements. The Enigma Contact Center ensures that all cross-media customer inquiries and information are brought together in a single system, thus allowing efficient, customer-oriented work processes. ECM complements the entire Razaki’s contact center module by effectively combining and integrating management and administration of a wide range of contact center entities. It delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This makes it easier for your company to rapidly deploy a distributed contact center infrastructure. Through contact center, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by telephone, email, online chat, fax, and instant message.

Benefits

  • ECM is committed to open architecture and meeting most popular standards (SIP today)
  • Web-based call centers provide close integration between Web displays, customer and agent- enables broad growth of e-commerce
  • Integrated applications/management tools to handle voice and data online increase agent productivity
  • IP centers can be distributed across geographic regions, home offices- anywhere in the world
  • Linking call centers over IP backbone provides same services at multiple sites

IPCC Component

Call Center