Tadiran Telecom Ltd., an IP business telephone and communications supplier, has released a new version of the companys IP multimedia customer interaction management platform.
Composit Contact Center 4.3 provides streamlined operations and personalized customer service and can support 250 agents at the same time.
Key features include:
- Agent Proxy Allows customers to hang up after leaving a data item such as a voice message or customer ID, and effectively holds their place in the queue. The system prompts an automatic call-back when it is their turn. If the agent gets a ring, no answer or voice mail, the agent simply can reschedule the call back for another time.
- Agent ReRoute Allows a returning customer the option to hold for the previous agent. Previous agents can be written into the customers history, allowing Composit to prompt the caller.
- Call Logger Integration Allows businesses to integrate to third-party call logging systems. Composit 4.3 supports logging systems from NICE Systems, Comverse and Wygant Scientific.
- Redundancy, Resiliency and Scalability The Composit 4.3 distributed architecture provides redundancy and resiliency characteristics which allow high availability. The system also scales to support 250 simultaneous agents and 9,000 call completions per hour.
Composit allows multiple servers to work as one single system, so agents across different servers can connect and share data, and businesses can expand the number of agents and IVR ports, conduct automatic load balancing and disaster recovery. It also supports remote IP agents through the VoIP capabilities of Tadirans Coral family of IP PBXs or other CSTA and VoIP-compliant telephone systems.
Tadiran Telecom www.tadirantele.com