Swift IP Contact Centre is a complete Contact Centre system for routing, follow-up and effective handling of customer contacts. Swift IP offers ”skill based routing” and Interactive Voice Response features (IVR) offering the possibility to reach the most suitable Agent for each question directly in order to close the case at the first contact. The Agent always has the most correct information available in order to handle each case as effective as possible, i.e. customer identity, case and contact media. The system effectively distributes each incoming inquiry from different communication medias such as; telephony, fax, e-mail or the Internet, in the same queue. Swift IP Contact Centre is a modular server-based Contact Centre platform, based on modern IP telephony technology. This means big advantages in areas like scalability and integration with databases such as CRM and ERP systems.
The assigned agent is selected on competence. Swift IP offers the tools for routing the contact to the most suitable agent for handling a specific question. The customers can be prioritised based on rules on expected waiting time or other irrespective of contact medial.
Swift IP contact Centre is one of the most effective and flexible telephony systems for Contact Centres available on the market. The system is based on modern IP-telephony and complete computer integration, which ensures superior sound-quality and means to geographically distribute the contact centre and still serving the same customer queue. One or several standard SIP gateways are used for connection with the Public Switched Telephony Network (PSTN). The IP-technology enables home-working agents with full functionality without escalating costs.
Swift IP Contact Centre includes a powerful e-mail module. E-mail is handled the same way as telephony contacts, which enables the same high level of service and control for both e-mail and telephony. Fax and SMS can be handled in the system as E-mail messages via an external fax server and SMS gateway.