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Contact Center
Enhance Efficiency and Customer Service

Whether your needs are inbound, self-service, or outbound, Advanced Technical Solutions can create a custom Contact Center solution designed to meet your specific business requirements. Technology is only 50% of the solution. The most important part is taking time to fully understand your business processes and workflow, and then adapting and applying these to the technology; engineering a fully integrated solution.

UCC Express

Easy to deploy and use, Unified Contact Center Express delivers a highly secure, available, virtual, and sophisticated customer interaction management solution for up to 400 agents. This single-server, integrated "contact center in a box" is intended for both formal and informal contact centers in midmarket, enterprise branch, and corporate departments.

      Features & Capabilities
  • Sophisticated call routing and comprehensive contact management capabilities
  • Automatic call distributor features including conditional routing, call-in-queue and expected-wait-time messages
  • Presence integration helps increase caller satisfaction through improved agent performance and expertise
  • Workforce Optimazation, including Workforce management, Quality Management, and Advanced Quality management
  • Mobile Supervisor enables real-time reports on the go

Available in three versions tailored to meet your customer contact requirements, ATS can guide you to the version that is the best fit. And when you’re ready, you can easily upgrade to the next version.

UCC Enterprise

Unified Contact Center Enterprise delivers intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure.

      Features & Capabilities
  • Segmentation of customers, and monitoring of resource availability
  • Delivery of each contact to the most appropriate resource anywhere in the enterprise
  • Comprehensive customer profiles using contact-related data, such as dialed number, and calling line ID
  • Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability, and queue lengths)
  • Presence integration to increase caller satisfaction through improved agent performance, and knowledge-worker expertise

Unified Contact Center Enterprise allows you to smoothly integrate inbound and outbound voice applications with Internet applications such as real-time chat, web collaboration, and e-mail. This integration enables a single agent to support multiple interactions simultaneously regardless of which communications channel the customer has chosen. Since each interaction is unique and may require individualized service, ATS provides custom contact center solutions to manage customer interactions based on almost any contact attribute.

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