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UNIFIED CONTACT CENTER
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Contact centers are increasingly diversifying their capabilities, venturing out of voice-only capabilities Today, customers want to leverage multiple channels for interacting with vendors/providers customer care/ help desk. Hence a contact center platform should have omni-channel as a central capability so that customers can contact them via any medium they choose, how they want and when they want.
RConnect offers a true multi media contact center UCC that allow contact centers to send and receive information across a variety of media channels Voice / video , email, chat, websites, and the telephone. It is WEBRTC enabled platform makes your browser to run media contact applications more efficiently and securely. It enables end-to-end unification across different mediums so that there is a single source of data, contact information is harmonized across mediums, and customers can enjoy a contextualized and seamless experience no matter which medium they choose.
Multi-model – Agents conduct the session primarily on one medium, but use another medium as and when necessary, to close the interaction faster and reduce customer effort.
