This platform is not a stand-alone contact center platform, however, when used side-by-side with other contact center technologies such as Genesys, Cisco, Avaya, even Asterisk’s, it will add value to the operations of the contact center.
Agent Care Modules:
CIM 360 (Customer Interaction Management)
This module has been developed to assist the call center agents in servicing the customer in a more efficient and time saving way as it integrates into all the back end systems used in the client’s environment and made available to the agent in one place.
RMS (Request Management System)
Accessed by Back office and fulfillment teams to view and update the requests based on the current fulfillment status. Reports and Dashboards of the requests are available to the users based on their access privileges.
The Knowledge base is a content searchable platform based on topics, which allows users to access the needed information easily. They also can add content which will be curated by the admin of the system and made available to the rest of the users on admin’s approval.
The admin panel for all modules where all the configuration and permissions are handled.