30 March 2016, Contact Center Seminar

Competition that increasingly high demand contact center to maximize the duties and role of contact center agent.  The contact center agent should be able to provide personalized in their services for a customer or prospect, in an effort to present the experience of interacting memorable, easy and fun. This can happened through an integrated contact center support, with the ability to integrate voice features, email, web chat, SMS or video; applications include CRM (Customer Relationship Management) integrated with other business applications used; and utilizing the IP network (Internet Protocol) and IP-based voice.

MLPT with Indonesia Contact Center Association (ICCA) has successfully collaborated in the event Contact Center Seminar at the Fairmont hotel and brought some of the following solutions:

  • Cisco Contact Center is a solution that combines voice, video and data in IP-based networks, include IVR (Interactive Voice Response), ACD (Automated Call Distribution), CTI (Computer Telephony Integration), Blended preview Outbound, Agent Email, Web Chat and on Demand Recording are integrated in a single server
  • OneBox CRM is full-featured applications include: CRM, Social Media, Phone, SMS, Email, Web Chat, Web sites, and Web Self Service. With the process of effective, integrated system, accurate data, and organization SOP that supports, OneBox can improve service, sales, productivity, work culture, to ease decision-making
  • This solution is packaged with VersaStack which is a combination of Cisco UCS with IBM Storwize V7000, which is designed to be easily operated, efficient, flexible and  it feature performance can be optimized in the Cloud, Big Data and analytics.