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Contact Centre

IP Contact Centre

IP contact centres provide an ideal platform to significantly enhance the contact experience for both staff and customers. Key benefits include:

  • Multichannel communications and universal queuing
  • Virtual contact centre working - allowing organisations to set up multi-site 'virtual' contact centre networks with all their IP contact centre resources and management systems located at a single site.
  • The ability to instantly engage knowledge agents - By using presence, instant messanging and conferencing capabilities
  • Flexible working support - Allowing contact centre agents to work from home and other locations
  • Support for advanced features such as Automatic Contact Distribution, call back, IVR, call recording and CTI

ONI has extensive experience of building IP contact centres based on Cisco's UCCXpress and UCCEnterprise solutions, Zeacom and other leading contact centre vendors.