With the advent of VoIP technology it is now possible to offer your customers the best possible customer service - regardless of where they might be located, or when they need to contact you.
As applications converge onto the network, IP is having a major impact on the way that contact centres are operated and supported, allowing them to be fully integrated into the enterprise network. This results in a single integrated infrastructure across the organisation, bringing reduced complexity, lower costs and more resilience. IP contact centres improve the agents working environment and therefore enhance customer care.
ONI works alongside its partners to provide complete contact centre solutions. Based on Cisco's AVVID architecture and running software applications such as Cisco CRS3 (Customer Response Solution Version 3), ARC CRM, Softex IP Billing, and Witness Voice Recording, ONI can ensure that you get the very best from your contact centre.
One such installation was for Contact III, the largest contact centre in the UK. By implementing an IP contact centre they have returned a 24 fold return on investment using functionality that would not have been available on a traditional PBX.
Cisco IPCC Express Edition
Cisco IP Communications is a comprehensive system of powerful, enterprise-class solutions-including IP telephony, unified communications, IP video and audio conferencing, and contact centre-that is enabled by Cisco AVVID (Architecture for Voice, Video and Integrated Data).
Cisco IPCC Enterprise Edition
An integral part of Cisco AVVID, Cisco IP Contact Centre (IPCC) Enterprise Edition delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multi-channel contact management over an IP infrastructure.
Arc Solutions - Contact Centre Solutions
ONI has installed the largest IP Telephony contact centre in the UK running ARC Solutions.
At the heart of the Arc application suite is a highly developed and sophisticated call routing engine which will take a telephone call or other communication stream and deliver it in the most intelligent fashion.
Braxtel
Braxtel Communications provides comprehensive customer contact solutions that enable organisations to more easily, effectively and economically manage their customer interactions across multiple channels, including phone, email, fax and Web.
