Customer Collaboration
Designing, Implementing, Supporting
Contact Center architecture should be perfected in both major technical domains: computer information systems and telecommunications. All communication modes – the enterprise PABX, mobile telephones, e-mail, and the website are at last combined into a single architecture based upon IP.
This convergence offers wider perspectives to the Customer Contact Center. IP Telephony allows convergence of portals with contact center and collaborative work. It brings reductions in the costs for infrastructure, maintenance, and administration.
Thanks to solutions integrating CTI routing and features, enterprises may manage their customer relations in the most efficient and personalized manner. Customer calls are automatically directed to the agent best-suited to respond immediately to the customer’s specific need. This automatic routing permits the increased efficiency of the Contact Center while at the same time assuring greater customer satisfaction and strengthening the image of the enterprise.
The challenge customers’ face is related to System design and conception, a precise cost of ownership, drive the project respecting key parameters with efficient handling of support and good planning of system evolution.
Activeo bring a lot of expertise and years of proven results in contact center expertise. Projects are successfully managed with turnkey commitment in terms of time, costs, functionalities and quality.
Our system integration teams have a wide experience in various technology environments with the right level of certifications. Activeo also advises customers on key vendors evolution and roadmaps
Innovative solutions for an efficient unified communication
Since customer relation management is gaining an increasingly strategic role, Contact Centers will experience an expansion of their functions, beyond the traditional boundaries of the agent, the site, or the ACD – to be extended even to the enterprise as a whole. Thus, the enterprise itself becomes intrinsically a customer Contact Center.
The integrated software offers powerful features for intelligent call management, truly allowing an enterprise to establish interactive relations with its customers via all media: telephone, Internet, fax, and e-mail interfacing with the various databases, and desktop applications.
The richness of this infrastructure allows applications to exploit the integration of data, voice, and images, using application servers offering diverse functions: telephony unified messaging, and multimedia customer contact. And these interaction functions are made available on a variety of terminal types: computers, PDAs, IP phones and smart phones.
Our services include:
- Delivery of contact center on turnkey mode
- Installation, configuration and training
- Continual user support on time & material basis
- Operational technical audit
- Corrective et preventive support and maintenance
View documents and analytical reports written by our experts who bring insight on numerous topics focused on innovative technologies, customer contact and relational performance. 
