MAIN BENEFITS

One of the most convincing advantages is the obtaining of an architecture projected from the start in order to exploit the integration with the IP infrastructure.
The phone calls are managed differently and the inherent limitations of the classic TDM solutions, connected to the timeslot and to the band, are removed. Except from the efficiency of the network usage and of the IP infrastructure, it provides a wide range of benefits:

• Fast and low cost moves, adds and changes – The IP phones and the Call Center agent applications may be relocated easily anywhere in the coverage area of the IP infrastructure, inside the client’s locations or using remote access connections.

• Increased reliability – The IP communication solutions supplied by Datanet Systems provide multiple redundancy levels:

the LAN/WAN infrastructure is capable of assuring the fast convergence of the communication, in case of equipment or communication line malfunctions (convergence time down to tens of milliseconds);

The call processing software and the communication applications may run in cluster or main/standby architectures insuring automatic failover.

• Security – The solutions insure secure connections, identification, and protection against unauthorized access attempts for all the components of the IP communications system: the infrastructure, the call processing, the terminals and the applications.

• Portability and flexibility – The employees may be more productive through the fact that their activity is no longer restricted to a geographic location. IP phones operate anywhere within the coverage of the IP network of the company or outside it by remote access.

• Complete IP communication solution - Datanet Systems provides IP infrastructure, IP telephony, IP contact center solutions, video communications, audio/videoconference for clients with 10 to 30000 employees.

• Video integration as a supplementary service – the video and videoconference communication solutions supplied by Datanet Systems are perfectly integrated with the IP infrastructure and IP telephony, using video streaming only as another media of an integrated communication system.

The adoption of an IP communication integrated solution leads directly to the following:

• Reduction of expenses– IP networks can be substantially cheaper to operate and maintain.

The simplified architecture of the network infrastructure of the Internet Telephony solution lowers the costs by connecting the IP phones to the LAN network and by eliminating the dual cabling costs.

IP telephony may also reduce the costs of the traffic between theclient locations. By using the available WAN bandwidth for IP telephony, you maximize the efficiency of the existing investment.

The maintenance and operation of the entire data/voice/video IP communications system can be assured by the same team that is currently managing the data network.

The integration of the IP infrastructure with the IP telephony reduces the complexity of the network and decreases the operational expenses.

• Increasing the client satisfaction – New e-business applications contribute to the improvement of the customer support process, contributing directly to the entire business success. Insuring rapid access of the clients to the sales staff and phone, web and e-mail support, your company or your organization may assure high quality customer support services.

SOLUTIONS

Datanet Systems provides distributed Contact Center infrastructure solutions based on IP technologies, containing an innovative series of client communication services.

An important characteristic of the solution is its flexibility, since it allows for the companies to integrate varied and dispersed groups of employees into the customer support process and it also provides multiple communication channels, including selfservice instruments.
Furthermore, the intelligent solutions are able to assign the client requests to the most appropriate agents or groups from the point of view of the skills and availability, providing them with customer information necessary for the immediate resolution of the requests.
Unlike traditional applications, the Datanet Systems solutions are based upon open standards, providing interoperability with other systems.
Another significant characteristic is the capability to queue the requests in waiting lines and to perform searches based upon the caller telephone number in the client database or in CRM applications databases. Based upon such data, the Contact Center may perform the preferential routing of the call according to the importance of the client, the type of services being required or any other criteria based upon predefined procedures.

When the call is received by an agent, he/she already has at his/her disposal relevant information about the client. Thus, the waiting in multiple lines is avoided, as well as the repeating by the client of the identification data and of the request.
Thus, the company basically sends the following message to its clients: “we know who you are and we are prepared to solve your problems quickly and accurately”.

 

Our Contact Center solutions allow you to …

• Generate more profitable relations to the clients, placing at the disposal of the agents distributed within the company all the applications and the information that they need in order to provide high quality services.

• Migrate towards new technologies according to the rhythm of the business. The Datanet Systems solutions interoperate with the classic systems ACD, IVR, CTI, TDM PBX and PSTN and they allow for the gradual migration of the communication and of the services towards the IP infrastructure.

• Simplify the system upgrade in order to support the activity peaks and to provide the virtualization of the customer support operations, by integrating the remote groups of agents on a stable and accessible IP communication infrastructure.

• Integrate the Contact Center functionality within the organization infrastructure through a complete and mature IP communications solution, including the IP infrastructure, the call control systems and the IP telephony terminals – telephones or PC applications.

• Intensify the cooperation within the organization by transforming the customer support department into an integrated part of the company, rather than a separate entity.

• Improve the client and employee satisfaction level by addressing the needs of the employees dispersed at multiple locations.

• Reduce costs. A convergent network may reduce the telephony related costs, especially those for long-distance and international traffic. Furthermore, the company may also make savings from the diminished necessity of hardware – the existing PCs may be used instead of phones, no subscriber cards are necessary in PBX and it is not necessary to have phone cabling separated from the LAN cabling.
  Using a unique IP infrastructure, the equipment volume lowers and the maintenance and staff training expenses are reduced.

• Simplify the integration with Front End and Back End applications. With the adoption of Customer Relationship Management applications, the need to integrate the Front End application with the Back End database is growing. This also generates the necessity to allocate increased resources for this purpose. Within the IP communication solutions, the Computer Telephony interface is native, and the integration of the systems is simplified, reducing the costs and increasing the implementation flexibility.

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