NEC Philips - Contact@Net

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Multimedia contact centre
		Key features Skill based routing for voice, voice-mails, e-mail, fax & web-interactions. CTI monitor & routing (using CSTA standards). CTI telephony functions for the agents. Integrated IVR-system with legacy interface. Graphical User Interface for the supervisors, administrator and agents. Unified multimedia queuing. Last contacted agent routing. Multi-site. MSDE database & support for SQL database (other database possible on special request, such as Oracle).
Contact@Net is a contact centre application with integrated IVR. It contains an intelligent, skill-based router with a unified queue for all types of media. The system greets the caller, who can request services via an automated attendant menu. It then routes the caller to an agent with the required skills. If the caller has to wait before assistance is available, several alternatives are offered.

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