A contact center is a coordinated system of people, processes, technologies and strategies that provides access to information, resources and expertise through appropriate channels of communications; enabling interactions that create value for the customer and organization.The contact center is a central point from which all customer contacts are managed. The contacts in the form of communications including telephone calls, live support software, social media, instant message, and e-mail.
DR-Teq offers solutions customized to meet Small & Medium Enterprise (SME) and Enterprise customers’. The solution for SME is IP Office Contact Center and for Enterprise is Avaya Aura Contact Center (AACC). Our solutions are below.
- Voice – inbound/outbound
- Multimedia management
- CRM and third party integrations
- Reporting and analytics
- Work force optimization solutions
- Interactive Voice Response (IVR)
- SLA for SME & Enterprise solutions