multimedia contact center web management.
SELTA application suite for multi-channel, multimedia, web-based contact center management. IPvalue® is modular, scalable, intuitive and remotely managed, besides being based on a virtualized server architecture. Thanks to this software platform, companies can meet the needs of their users, rationalizing and strengthening communications to offer an increasingly organized, functional and productive service. IPvalue® makes contact with the company people more effective, wherever they are and through all available channels (telephone, web, wireless devices) by offering solutions ranging from entry-level for the small call center to extensive configurations with the need to interface sophisticated CRM.
Providing inbound and outbound functionalities, IPvalue® integrates voice, data and video allowing you to effectively manage the communications that exist between users and the company. Multichannel ACD, IVR, telephone and pc operator interface integrated with company and dedicated applications, integration on web browser with CRM, customizable reporting, virtualization, are just some of its features.
Main advantages:
- optimization of sales teams who work in a structured and monitored way by managers
- improvement of the customer experience thanks to leaner and more efficient processes
- management of local and remote operators with the same level of service, without geographical constraints thanks to VoIP and standard SIP
- more productive operators, ready to solve problems at any time and place
- simplification of operators activity; they can use the pc without a landline phone with complete autonomy even when on the move or from home
- optimal distribution of workloads between groups of operators (Multi-Manager solution)
- redundant telephone system and call center which reduce the risk of outages and data loss, increasing reliability
- increase customer satisfaction in the long term and improve the perception of the company
- monitor critical business processes such as customer care thanks to the availability of both real-time and historical reports
IPvalue® can be used in standard mode on Media Server combined with SAMIP® Communication Server or in Virtual Contact Center mode in combination with BRAVO® Unified Communications & Collaboration, virtualizing resources on VMware vSphere and Red Hat infrastructures RHEV. The virtualization of the Contact Center solution allows you to optimize IT resources and reduce the management costs of the entire system. IPvalue® in a virtualized version contributes to the reduction of hardware costs and energy consumption and allows complex configurations such as those in high reliability (Fault Tolerant and Fault Resilient) with the management of user transparent failovers. IPvalue®, combined with BRAVO® solution, guarantees continuity of service without any "single point of failure" even in geographic redundancy scenarios with distributed agents.