The meaning of an efficient CALL CENTER

Alex VladutoiuWind Telecom Romania CEO

Call Center Conference and Expo20th May – Marriott Bucharest

Progress

Dissatisfaction is the main reason of evolution

Call Center Conference and Expo20th May – Marriott Bucharest

Wind Telecom – the company

• Polish producer of Contact Center and IVR solutions

• Experience – present on the market since 1998

• Knowledge – team of top-class specialists

• Close to customer – branches in Bucharest, Cracow and

Warsaw (Poland) – technology centre and laboratory in Cracow

• International investors - European Renaissance

Capital II (USA), Intel Atlantic (USA), Raiffeisen Group (Austria)

• Recognized – three-times winner of the award for the most

dynamically developing company in Central and Eastern Europe (Deloitte Technology Fast 50 CEE)

Call Center Conference and Expo20th May – Marriott Bucharest

Wind Telecom – References

Call Center Conference and Expo20th May – Marriott Bucharest

Puzzle pieces

• Contactis IVR – Interactive Voice Response• Contactis PDS – Power Dialer System• Contactis Scripter • Contactis ReStore - Call Recording• Contactis Contact Center

Call Center Conference and Expo20th May – Marriott Bucharest

Interactive Voice Response

Call Center Conference and Expo20th May – Marriott Bucharest

Interactive Voice Response

• Easy to implement, easy to configure

• Scalable platform

• Designable accordingly with your needs

• Allow dynamic modifications at any time

• Easy to build and change your applications

• Easy integration with external systems

• TTS as key feature for automatic interactions and fast prompts generation

• Unitary and complex reporting system

Call Center Conference and Expo20th May – Marriott Bucharest

Power Dialer System

Call Center Conference and Expo20th May – Marriott Bucharest

Contactis Power Dialer

• Independent outbound solution

• Easy to install and maintain

• Supporting preview, progressive and

predictive modes

• Scalable and flexible

• With short time of implementation

• Integrated with call recording system

• Offering high price/ performance

indicator

Call Center Conference and Expo20th May – Marriott Bucharest

Scripting system

Call Center Conference and Expo20th May – Marriott Bucharest

Contactis Scripter

• Independent solution

• Agent friendly interface

• Inteligent built-in

• Data validation

• Easy to implement and integrate with other systems

• User friendly administration module

• Import data tool

• Efficient reporting system

Call Center Conference and Expo20th May – Marriott Bucharest

Call Recording System

Call Center Conference and Expo20th May – Marriott Bucharest

Contactis ReStore

• Black-Box deployable anywhere

• Scalable platform

• No changes at the PBX, no CTI

• Manageable from anywhere

• Monitoring, Playback, Archiving

• Up to 8000 hours on a 200 GB HDD

• Easy to search for the calls you need

• Any type of telephone line and VoIP

Call Center Conference and Expo20th May – Marriott Bucharest

Call Contact Center

Call Center Conference and Expo20th May – Marriott Bucharest

Call Center Conference and Expo20th May – Marriott Bucharest

Contactis Contact Center

CRM

SMS

ERP Work

Flow

www

email

Contactis Contact Center

• Flexible and scalable platform

• Modular architecture

• ACD, Skill Based Routing

• Inbound and Outbound in the same time

• Allows integration with any external system

• Comprehensive solution, provides complex and

unitary reports

• Centralized administration

Call Center Conference and Expo20th May – Marriott Bucharest

Progress

Call Center Conference and Expo20th May – Marriott Bucharest

‘An investment in knowledge always pays the best interest’

Benjamin Franklin

Call Center Conference and Expo20th May – Marriott Bucharest

Thank you for your attention!

We are here to sustain your businessVisit us on our Stand (C1)!

Call Center Conference and Expo20th May – Marriott Bucharest