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Contact Center Professional

Contact Center Professional is a fully customizable contact center solutionideal for organizations who have specific requirements.

CC Pro provides a fully customized solution based on already developed and proven contact center software modules combined with customized scripts and functionality elaborated after an extensive alignment with your specs by a special business unit of NEC called Contact Center Solutions (CCS) located in Hilversum. CC Pro is offered as a project by selected NEC partners in several countries in EMEA.

The focus of our CC Pro offer is to provide contact center solutions and components based on unified communication for midsize contact centers who like to have a practical, integrated and flexible CC for a competitive price.

Functionality of CC Pro

CC Pro connects incoming customer calls to employees (agents) via an automated attendant function. After providing a welcoming announcement to callers and requesting the necessary service, the conversation is transferred to the employee with the right skills. When all agents are busy the customer call is placed in a queue and is provided with a dynamic queue announcement or music on hold. Additionally all kinds of overflow options and / or mailboxes are provided. All the functions within CC Pro are intended to provide your customers with the best customer service.

Some of the specific requirements we can fulfill

  • Customized routing of inbound phone calls to agents qualified to answer the call (skill based routing);
  • Multisite contact center with flexible overflow in inbound traffic between the sites;
  • High level customized menus for customers to choose the right agent (IVR functionality);
  • High availability redundant solution with multi-server solution
  • Extended reporting to have detailed overview of the inbound traffic and response quality;
  • Integration of e-mail and fax functionality as part of the service process;
  • Full integration of the contact center with unified communication solutions like for example Office Communication Services of Microsoft®