Contact Center

SOLUTIONS FOR CONTACT-CENTER FROM SUNFLOWER COMMUNICATIONS

Company SUNFLOWER COMMUNICATIONS provides technology and consulting services to maximize the value of every business contact with customers. In our portfolio, we have combined the best-in-class solutions for multimedia contact centers created for customer relationship management, including online self-service mechanisms. The main technological partners and vendors are international corporations with headquarters in the UK – Enghouse Interactive (Contact Center: Service Provider solution) and Sytel Limited (Softdial Contact Center solution) whose ideology based on the principle of distributed cloud-class systems SMB and Enterprise. Companies represented by thousands of installations worldwide.


CORE FUNCTIONAL UNITS OF THE SOLUTIONS

MULTI (OMNI) - CHANNEL PROCESSING

  • Support voice\video\CHAT\e-mail
  • A single queu for all types of of appeals
  • Modern ip call-center

OPERATOR'S WORKING PLACE

  • Web-application and (or) desk phone\alternative delivery
  • Statuses and the reasons for absence Management
  • Manage your calls (answer\Hold\transfer\callback assign\complete dialogue)
  • Request for supervisor's help
  • The interface with the information system
  • Ability for remote working

INBOUND CAMPAIGNS

  • Routing and call handling in IVR scripts
  • Ready-automated self-services (the account balance, blocking, callbacks, auto-notification, and many more)
  • Assigning skill level, priority and service time allows very accurately to select the operator for handling
  • Speech analytics protocol
  • Call script for operator, built-in information system

SUPERVISOR'S WORKING PLACE

  • Historical reports and realtime statistics
  • The notification of the occurrence of audit events
  • Viewing operator's screen
  • Connecting to a conversation in real-time
  • Sending messages to the operator via chat

OUTBOUND CAMPAIGNS

  • Dialing plan with the possibility to asign a route for any number of gateways
  • Automated dialing in Predictive\Progressive\Preview\IVR mode
  • Working with databases
  • Rules of predictive dialing multiple numbers in a single contact
  • Integrated callback manager
  • Operator's call scripts for dialog forms

ADMINISTRATOR'S WORKING PLACE

  • Contact-center managment
  • Configuring call-center through the system of a graphical scripting
  • Integration with various corporate applications
  • The logging of activities and events in the system
  • Notifications about working parameters of call-center