Collaboration
Delivering superior customer service is what OMNIWorks® Customer Interface Management (CIM) is all about. OMNIWorks quickly connects customers to the right resource, manages the interaction and provides the reports you need to optimize contact centre operations.
OMNIWorks includes the function of a traditional ACD (Automated Call Distribution) and has the ability to extend this function to other media, i.e. Email, Web Chat and Web Collaboration to provide Multimedia capability.
OMNIWorks is a multi-media contact centre solution that works in conjunction with Teltronics Cerato VCSe Communication Servers and supports an open message set capable of integrating with any standard telephony switch.
OMNIWorks Email - an email interface to POP3 compliant servers to provide auto-acknowledgement, skills-based routing and management of email.
Business Advantages
Designed around a client-server architecture and residing on a Microsoft® Windows 2003 or XP platform, OMNIWorks meets the demanding requirements of any contact centre environment.
- 500 Agents per CIM Server
- 1000+ per Cerato ME/LE or 20-20 Voice Switch
- 200 per Cerato IP/Cypreon PBX
- 100 Supervisors
- Windows 2003 Server or Windows XP
- SQL 2005 or (PostGRESQL) Databases
- 20-20 (HIL CTI), Cerato IP/Cypreon (OSPS, TAPI CTI)
- Multiple Email POP3 Servers - 512 incoming email addresses
- Skills-based routing of email and faxes
- Email prioritization
- Interactive Voice Response (IVR) capabilities
- Collaborative Browsing
- True, Collaborative Customer Service
- Quick and Easy Deployment
- Web-based Administration
- Information Gathering
