Network Contact Centres

Product at a glance

Reduce wait times and improve first-call resolution
Boost productivity by effective use of agents
Handle peaks efficiently to offer consistent service
Reduce costs and improve control

It’s difficult to co-ordinate multiple call centres when they’re based in different locations. Our Network solutions make it easy to manage your call centres and align them with your business goals.

Kcom’s Network solutions route contacts (voice, email, web) to the right location, team or agent. This ensures customers receive a professional service and you get the best results.

Network solutions include the following:

Intelligent Contact Management (ICM) Advanced
Intelligent Contact Management (ICM) Premium
Unified Contact Centre - Voice
Unified Contact Centre – Multimedia
Hosted Contact Centre Lite

Each can be tailored to meet your individual needs.

ICM Advanced

ICM Advanced is an entry-level network call centre service that allows you to manage in-bound traffic routing through a web interface. The service provides the following features:

Inbound routing of non-geographic numbers (NGN)
Post-routing announcements (e.g. “This call will be terminated after an announcement”)
Online and scheduled reporting
Customer change control

ICM Advanced uses Cisco Intelligent Contact Management (ICM) to provide you with additional features, such as time of day, date and percentage routing.

ICM Premium

The ICM Premium service is a fully-integrated solution that combines your Automatic Call Distribution (ACD) equipment with the ICM architecture to create a virtual contact centre. This lets the ICM platform route inbound calls based on dynamic real-time information.

Additional features supported:

Dynamic call routing – calls are routed based on real-time information including the minimum expected delay and longest available agent
Agent skill groups – calls are routed to the most appropriate agent

Unified Contact Centre – Voice

The Unified Contact Centre (UCC) solution offers the same features as ICM Premium while also supporting an IP converged infrastructure. It delivers a cost-effective, scalable IP voice solution across single or multiple sites.

Summary of features:

Pre and post-routing
Skills-based routing
Desktop CTI integration
Third-party application integration

Hosted Contact Centre Lite

Kcom’s Hosted Contact Centre Lite makes it easy for callers to speak with the right person.

By choosing from a list of pre-programmed menu options, calls are routed automatically to agents across multiple locations. This eliminates the need for staff to transfer calls manually, saving time and money, and increasing customer satisfaction.

Summary of features:

Dynamic routing provides the flexibility to choose how you redirect calls: next available agent, service announcement and voicemail
Centralised reporting and change control