Enhanced Call Center

Your call center application is an integral part of your business, and cloud-based call center applications deliver a money-saving, pay-as-you-go pricing model with no in- house hardware investment or related IT infrastructure and maintenance expenses. With an intelligent suite of features, NAN’s Enhanced Call Center enables you to design a call center to meet your specific needs.

Call Center Features Include:

• Priority Queuing
• Skills-based Routing
• Advanced Call Recording
• Visual Desktop Recording
• Silent Monitor and Barge-in
• Emergency Escalation to a Supervisor
• Disposition Code Assignment
• Screen Pops and CRM Integration (Such as SalesForce, NetSuite, SugarCRM)
• SDK and API Support

Customization and Expandability: Today’s software applications are designed to meet the needs of a broad market spanning several different industries. At NAN we specialize in learning and understanding your business so we can help tailor our applications to your specific needs. We assist in business process analysis, software integration, and application customization. NAN’s call center application is expandable so that it can be integrated with leading CRM tools such as SugarCRM, Sage, and SalesForce. Our APIs also enable us to exchange information with customer developed order processing and tracking applications. With this flexibility, your company will be able to leverage technology to make your employees work more efficiently and out-perform your competition.

Enhanced Call Center offers an intuitive real-time supervisor dashboard that displays statistics and agent performance metrics critical to managing your call center. At any time, a call center supervisor can determine if callers are waiting too long, if more agents need to be added to the queue, or if the queue is over-staffed. With an easy-to-use administrator portal, a call center supervisor can adjust call center settings, change call routing algorithms, or introduce new marketing messages at any time.

The Historical Reporting Engine consists of reports for:

• Agent & Queue Performance
• Agent & Queue Comparison
• Caller Experience or Service Level
• Caller Disposition
• Call Overflow & Redirects Reports
• Pre-Defined Scheduled Reports

An increasing number of call center managers are choosing to roll-out a virtual call center or one that consists of some or all home office call center agents. The reason for this is simple: utilizing home-office agents enables a company to reduce office space costs and leverage geographically dispersed talent. If managed properly, a call center manager can provide better service to their callers at a lower cost to the company. In order to successfully manage a remote team of agents, your call center solution must be able to easily integrate home-office agents over DSL or cable modems and give a call center supervisor insight into the productivity of an agent and how effectively calls are being handled. NAN’s Enhanced Call Center delivers the following tools to aid in a successful deployment of a virtual call center:

• ACME Session Border Controller – aids in firewall traversal and voice packet shaping
• Thin Client Call Center Agent Application – a browser-based client application
• Real-Time Call Monitoring and Barge-In – silent monitoring of calls for training purposes
• One-Click Call Escalation – support of your agents when an agent needs assistance from a supervisor
• Call Recording – used for issue resolution and training of agents
• Desktop Agent Screen Recording – enhance the productivity of your agents and eliminate waste
• Agent, Queue, Service-Level Reports – intuitive reports to track productivity and caller experience (see below)

graph1 graph2

Value Added Options

• Enhanced Call Centers
• Virtual Fax
• SmartRecord
• Hosted Microsoft Exchange, Sharepoint and Lync
• Cloud Based Servers