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Cystelcom IMS Interaction Platform is an open, standards-based solution that allows companies to radically improve customer care by enabling business rules for customer segmentation, and easy self-service and intelligent network routing application deployment.
The solution has a native integration with IMS environments at a network level, so that intelligent segmentation and distribution can be applied at the beginning of a call before it is routed to a specific destination in a customer care call center, occupying network resources.
The platform seamlessly integrates with Cystelcom Customer Interaction Management Suite products, such as Cystelcom Business Rules Routing or Cystelcom Back-office Task Manager, to enhance back-office management and enable the application of business rules at a network level in carrier class environments.
Cystelcom IMS Interaction Platform provides a user-friendly graphical interface that simplifies routing, customer segmentation and application deployment, making it ideal for customer care center environments that want to manage customer relationships without having to depend on complex tools and customized IT development.
Routing and customer segmentation when performed at network level make cost savings a natural outcome of the platform, ensuring a fast return of investment shortly after implementation.
The platform is based on open technologies and standards like SIP, IMS, VXML, XML, SOAP, MSCML, J2EE, JDBC, SOA, MRCP that enable maximum integration and flexibility into existing customer care environments.
Cystelcom IMS Interaction Platform improves service availability through reliability, scalability and advanced management capabilities, reducing application deployment costs.
The platform integrates with top solution vendors in the market such as Cisco, Avaya or Genesys.
HIGHLIGHTS
Technology benefits:
- Easy-to-use, flexible tool that permits simplified management of customer care environments.
- Open standards-based architecture.
- Network level integration with SIP/IMS environments.
- Enhanced end-to-end call control, enabling full call management during the call .
- High-performance, carrier class solution.
Business benefits:
- Improved customer service as well as benefits across the organization.
- Align contact center objectives with business strategy to ensure personalized customer care based on individual customer profile data.
- Enable contact center with the flexibility to quickly respond and adapt to changes in the business environment.
Ensure a high quality, cohesive contact center customer experience, delivering a seamless information flow/customer experience? from self-service applications to agent-customer interactions.
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