ZRG International


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OneView Communication Center
The Most Flexible Contact Center Solution

Today’s contact centers require a combination of features and capabilities that were traditionally available from multiple independent vendors. ZRG studied the market and learned that today; customer-centric companies need latest capabilities, total integration and complete flexibility. However, most importantly, they ask for a one-window solution that is backed by knowledgeable experts that are readily available for discussions.

ZRG offers a modular and open contact management platform with comprehensive feature-set that is aimed at helping businesses to offer more value, convenience and services to their clients using a completely managed approach. OneView solution has capabilities to support all key requirements of customer contact management including contact reception and distribution, self-service, agent management, call recording, integration with backend data sources and advanced level of service monitoring.

OneView Communication Center Solution is the most advanced and highly flexible technology available in the market. It provides the best way to handle customer inquiries, contacts, complaints and feedback at the contact center. It helps the customer service representatives successfully complete customer interactions and boosts the productivity of the contact center by providing all customer related information along with the relevant business applications through an easy-to-use GUI. It is completely integrated with all the available channels of communication i.e. voice, fax, email, SMS and web collaboration. In such environment, the agent spends less time in interacting with the system and more time in customer care and revenue-generation.

THE SOLUTION

The solution provides a proper platform for communication management with all the tools available at the agent desktop. Using OneView environment, the agent spends less time in dealing with tedious process in the system and more time in focusing his attention on customer care and revenue-generation.

The complete Contact Center Solution by ZRG has the following features:

	Intelligent Routing of Contacts and Inquiries		IVR for Self-Service
	Dynamic Queuing		Multi-Node Routing
	Communication Deck		Multimedia Contact Channels
	Integrated Screen pop-up		Universal Queue
	Supervision and Performance Monitoring		Integration with OneView CRM Suite
	Recording and Quality Assurance		eService and Automation

THE BENEFITS

	OneView Communication Center Solution Suite is based on a modular architecture, enabling customer to expand the functionality and capacity as per growth requirements of the company.
	The system can be integrated with any application and database host to access the required information.
	The tools and applications in OneView can be customized according to the specific needs of the customer.
	The solution provides all the required contact processing capabilities from a single solution provider, eliminating incompatibility issues, and avoiding involvement of multiple parties and technology directions.
	All key functions and applications at your Contact center come with total integration and a unified interface. This ensures that all applications work as one to deliver the end result.
	OneView can be integrated with any standards based or proprietary CRM, billing and other business applications.
	OneView can be easily scaled to 100's of agents without requiring any change of interfaces or new training initiatives.
	Open integration approach results in complete freedom to incorporate other technologies such as ACD switch from Cisco, Avaya, Nortel, Siemens and others.

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