Composit Key Features

Composit"s scalable and modular system combines advanced IVR, Dialer, CTI, queue management, Intelligent Interaction Routing, and multimedia management - all on a unified platform. A single seamless solution simplifies call centre management and maximizes service capabilities. Composit supports all contact centre capabilities, right out of the box. And, its open architecture enables the easy integration of legacy systems and third-party components into its infrastructure. Your past technological investments are protected while future growth is accelerated.

Key capabilities include:

Multimedia Queue Management

The Composit multimedia solution allows customers to interact with your call centre via any media they choose:

• Calls
• Emails
• Faxes
• Voicemails
• Web Chats
• Voice over IP (VoIP)
• Video over IP

Within a single queue, all customer interactions are handled and managed according to administrator-defined business rules, ensuring service-level consistency. Queue management and routing can be rapidly and dynamically adjusted in real-time for maximal operating flexibility and productivity.

Intelligent Skills-based Routing

Composit routes interactions to optimize customer satisfaction and contact centre productivity. Each organization can set the business rules that govern how, when and by whom each interaction is handled. Composits intelligent skills-based routing capabilities leverage knowledge of the caller profile, such as DNIS information, VIP status, customers interaction history, along with agent skill sets, such as language capabilities, work experience, and customer-specific histories. The system also factors in business rules, such as working hours, load balancing, and assigned priorities among various media.

Screen Pop

Ensure your agents have the information they need before they even start interacting with a customer. With built-in integrations to popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft and others, your system administrators will enjoy easy integration and upgrades.

Total Queue Management
With Composit, you get total quality and control of all aspects of queue management, ensuring maximum customer satisfaction even as you minimize operator workload. The solution includes a full set of in-queue options:

• Indication of wait times
• Position-in-queue announcements
• Customer self-service options
• Promotional messages
• Call-back service - enables customers to leave a voice message requesting a return call and automatically routes the message for speedy handling by an agent
• Call proxy - allows customers to hang up after leaving a data item such as a voice message or customer ID, and yet effectively hold their place in the queue; the system prompts an automatic call-back when it is their turn
• Back queue navigation - enables agents to redirect callers to an IVR or specific agent or campaign queue

IVR

Composit IVR empowers you to deliver convenient, cost-effective, 24/7 service via voice or Web, without increasing your human resources. Callers are identified by ANI or from an entered ID number that the IVR system looks up in your database. This enables calls to be automatically routed and handled for optimum customer satisfaction, according to their preferences and your business rules. Composits support for information request and delivery by email, fax, web form, SMS, and over the phone, with or without agent intervention, ensures your customers get the information they want, when and how they want it. In addition, IVR seamlessly interfaces with advanced voice technologies, such as:

• Speech recognition
• Text-to-speech
• Voice authentication systems

Diallers

Composit diallers boost agent productivity and campaign effectiveness by automating outgoing call initiation. In any campaign you can utilize either or both of the following options:

• Call initiated by the IVR auto-dialler according to predefined business rules with pre-recorded messages
• Call initiated via the Agent Dialler, freeing IVR lines
• Progressive Dialling
• Preview Dialling

An unlimited number of campaigns can be handled simultaneously, allowing load balancing. Agent Dialler and IVR dialler can also be used simultaneously, enabling maximum productivity at all times. With agents freed from dialling and the ability to activate IVR dialler 24 hours a day, you can make the most of all your resources for all your campaigns.