Key Benefits

Rich Multimedia Interactions

OneContact integrates all media, including incoming video calls, thus far reserved for speech, such as queue management, staffing levels, and distribution. OneContact enriches customer experience by:

• Using speech, video, instant messaging and e-mail interactions. The result: video content which can be selected specifically for a customer who is on hold;
• Providing customers with clear explanations using video;
• Video and image push allowing product examples to be shown while speaking to the agent;
• Automating interaction with the contact center by way of IVR functionalities, speech recognition and text-to-speech (converting text files in a database to a computerized voice).

Standardization reduces TCO

OneContact reduces the Total Cost of Ownership of your contact center:

• Fully scalable, carrier grade with a redundant architecture and no single point of failure;
• Suitable for both medium as well as large scale contact centers and guaranteeing low infrastructure costs per agent;
• Built using the well-known SIP-protocol, it enables interoperability and the integration, or even complete replacement, of your current supplier's hardware and software components;
• Software-only call control and ACD functionalities, runs on Wintel servers with a PC based soft phone for speech, video, e-mail and instant messaging;
• Fast implementation of new contact centers.
  

Geographic freedom & virtualization

A contact center that uses OneContact's IP based solution can be established in several locations based at long distances from each other. This type of distributed Contact Center uses a single queue, centralized management and distance monitoring. Thus resulting in a true Virtual Contact Center. The only technological infrastructure needed to install additional contact center sites is an IP link and agent desktops.

• The contact center will keep pace with your organization’s needs;
• Fast and easy implementation of contact centers at new locations;
• Suitable for 24x7 support and homeworkers.

New Business Models

New business models, such as the Hosted Contact Center and Co-sourcing, can be easily integrated thanks to OneContact's architecture.

In the Hosted Contact Center, the telecommunications provider offers the contact center hardware and software infrastructure as a network service, hosted through its network. This provides the following benefits:

• Professional maintenance and reliability whatever the size of your call center. Previously this was only available to and cost effective for very large contact centers;
• State-of-the-art contact center technology such as incoming video calls, advanced call distribution, predictive outbound dialing, text-to-speech, speech recognition and IVR;
• When the number of calls increases, the additional capacity can easily be accommodated in a hosted infrastructure without necessitating investments in local equipment at your location;
• Variable costs per call/minute or a fixed monthly fee per agent.

Co-sourcing enables an optimal distribution of activities between the different teams in your contract center. The typical contract center tasks which the agents execute on behalf of your organization with respect to your ustomers will be integrated seamlessly:

• Outsourcing of requests for information and outgoing calls as well as executing your critical company processes in house;
• Overflow of calls between different teams or sites and easy up scaling at peak times;
• Customer service remains controllable: real-time SLA-monitoring, monitoring of agents and random checks of calls can be carried out at a distance.