Global Contact Centre Solution - Global CCS Platform
The Global CCS is a managed global contact centre solution which allows call
centres throughout Europe to deliver calls over the platform. It runs on a
flexible and highly resilient Global network with end-to-end managed voice
platform and offers multiple routing options, value-added features, European
Disaster Recovery and access types. The Global CCS provides industry leading service,
quality and reliability and is the preferred solution of more than 500 of the
world’s leading multinational corporations.
Global CCS Call Reporting
The Global CCS Call Reporting provides statistics on Call Attempts, Completions,
Call Durations, whether the call is Busy or there is No Answer or other causes
of unsuccessful calls. It shows Frequent, Repeat & Lost Callers in Real- time
or periodical./p>
Global CCS Traffic routing
Global CCS Traffic Routing includes emergency plan activation, modification and
activation of complex network- based inbound routing plans and verification of
customer data.
Global CCS Load Balancing
Load Balancing allows calls to be routed to multiple terminations by setting
the maximum number of calls allowed per termination. The Network monitors the
call centre’s call loads. It also offers Percentage Allocation and allows the
customer to distribute calls according to their sequence and number.
Global CCS IVR
The Global CCS IVR provides network-based, interactive voice response services,
providing complete customised programming of call handling applications. NIVR
speeds the caller to fastest point for information through sophisticated
multilingual voice recognition and response technology. The service enables
agents to redirect calls to other agents, or conferencing in, anywhere to solve
the caller's problem quickly, without tying up valuable IVR capacity.
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