Transcript Slajd 1 - Wind Telecom

The meaning of
an efficient CALL CENTER
Alex Vladutoiu
Wind Telecom Romania
CEO
Call Center Conference and Expo
20th May – Marriott Bucharest
Progress
Dissatisfaction is the main reason of evolution
Call Center Conference and Expo
20th May – Marriott Bucharest
Wind Telecom – the company
• Polish producer of Contact Center and IVR solutions
• Experience – present on the market since 1998
• Knowledge – team of top-class specialists
• Close to customer – branches in Bucharest, Cracow and
Warsaw (Poland) – technology centre and laboratory in Cracow
• International investors - European Renaissance
Capital II (USA), Intel Atlantic (USA), Raiffeisen Group
(Austria)
• Recognized – three-times winner of the award for the most
dynamically developing company in Central and Eastern Europe
(Deloitte Technology Fast 50 CEE)
Call Center Conference and Expo
20th May – Marriott Bucharest
Wind Telecom – References
Call Center Conference and Expo
20th May – Marriott Bucharest
Puzzle pieces
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•
•
•
•
Contactis
Contactis
Contactis
Contactis
Contactis
IVR – Interactive Voice Response
PDS – Power Dialer System
Scripter
ReStore - Call Recording
Contact Center
Call Center Conference and Expo
20th May – Marriott Bucharest
Interactive Voice Response
Call Center Conference and Expo
20th May – Marriott Bucharest
Interactive Voice Response
• Easy to implement, easy to configure
• Scalable platform
• Designable accordingly with your needs
• Allow dynamic modifications at any time
• Easy to build and change your applications
• Easy integration with external systems
• TTS as key feature for automatic interactions
and fast prompts generation
• Unitary and complex reporting system
Call Center Conference and Expo
20th May – Marriott Bucharest
Power Dialer System
Call Center Conference and Expo
20th May – Marriott Bucharest
Contactis Power Dialer
• Independent outbound solution
• Easy to install and maintain
• Supporting preview, progressive and
predictive modes
• Scalable and flexible
• With short time of implementation
• Integrated with call recording system
• Offering high price/ performance
indicator
Call Center Conference and Expo
20th May – Marriott Bucharest
Scripting system
Call Center Conference and Expo
20th May – Marriott Bucharest
Contactis Scripter
• Independent solution
• Agent friendly interface
• Inteligent built-in
• Data validation
• Easy to implement and integrate with
other systems
• User friendly administration module
• Import data tool
• Efficient reporting system
Call Center Conference and Expo
20th May – Marriott Bucharest
Call Recording System
Call Center Conference and Expo
20th May – Marriott Bucharest
Contactis ReStore
• Black-Box deployable anywhere
• Scalable platform
• No changes at the PBX, no CTI
• Manageable from anywhere
• Monitoring, Playback, Archiving
• Up to 8000 hours on a 200 GB HDD
• Easy to search for the calls you need
• Any type of telephone line and VoIP
Call Center Conference and Expo
20th May – Marriott Bucharest
Call Contact Center
Call Center Conference and Expo
20th May – Marriott Bucharest
Contactis Contact Center
CRM
Work
ERP
Flow
www
SMS
Call Center Conference and Expo
20th May – Marriott Bucharest
email
Contactis Contact Center
• Flexible and scalable platform
• Modular architecture
• ACD, Skill Based Routing
• Inbound and Outbound in the same time
• Allows integration with any external system
• Comprehensive solution, provides complex
and unitary reports
• Centralized administration
Call Center Conference and Expo
20th May – Marriott Bucharest
Progress
Call Center Conference and Expo
20th May – Marriott Bucharest
‘An investment in knowledge
always pays the best interest’
Benjamin Franklin
Call Center Conference and Expo
20th May – Marriott Bucharest
Thank you for your attention!
We are here to sustain your business
Visit us on our Stand (C1)!
Call Center Conference and Expo
20th May – Marriott Bucharest