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CoreNexa Contact Center is an integrated, cloud-based CCaaS solution built for today’s advanced contact centers. It offers omni-channel, multimedia functionality that allows a call center to manage any type of contact, inbound or outbound. It is purpose-built to provide the functionality that allows modern organizations to manage diverse contact mediums effectively and intelligently deploy internal resources in support of growing need from their customers.
CoreNexa Contact Center sets up agents with a desktop that can fully integrate with voice, email, web, SMS, and CRM solutions, providing call control or pop up screens based on Caller ID, IVR information, or customer data from a CRM. Bringing everything into one interface prevents lost time and focus from switching between applications, and reduces errors that result from distracted agents and incorrect information.
A cloud based contact center solution gives businesses of any size the advantage of successfully connecting with customers simply and efficiently. CoreNexa Contact Center as a Service (CCaaS) aggregates the tools end users need to meet their goals and satisfy the needs of their customers.
With IVR, phone calls can be balanced for both inbound and outbound traffic based on caller inputs. Businesses can ensure that customers can get the information they need or can reach the right agents in less time. By utilizing cloud-based solutions and the CoreNexa CCaaS, this sophisticated, cutting-edge contact center technology does not require additional phone hardware or infrastructure.
CoreNexa Contact Center has a sophisticated dialing software that can be deployed in many different environments with the following functionalities.
Administrative management is an often overlooked, yet widely beneficial component of cloud based contact center solutions. CoreNexa Contact Center incorporates employee administration and time management tools and services. Supervisors can track and set employee schedules, set up skills-based routing, and easily manage call volume and agent activity.
In a contact center environment, recording phone calls, performing call tagging, and reporting are key abilities for optimal daily operation. Easy search and selection of call records in the recording system greatly reduces the administrative lift required to audit pre-recorded calls.
In a contact center environment, agents need the ability to manage their incoming and outgoing communications while providing customers multiple methods of getting in touch. CoreNexa Contact Center does this by offering omni-channel communication from a single interface, covering SMS, email, voice, and live chat. With communications management features such as Callback in Queue and Email ACD, agents have all the tools they need in the system to effectively manage communications across multiple media.