The critical contact center component is the voice-processing platform. Today, smaller and larger contact centers alike demand enterprise-grade reliability and features; most importantly, they require flexibility. The Iwatsu Enterprise-CS provides the switching fabric for the contact center and is scalable from two agents to 512 active agents.

Rather than have a centralized contact center, many contact centers today use a distributed model. Contact centers are often distributed throughout a geographic region to better supply customer care.

For example, an enterprise may have a contact center in New York, Los Angeles and Dallas, as well as many contact center agents remotely taking calls from their home office.

Distributed contact centers benefit from Iwatsu Enterprise-CS--as calls are dynamically and automatically distributed to the appropriate contact center location and agent.

Iwatsu Contact Center at a Glance

Network multiple locations to operate as one transparent contact center Provide one main number and dynamically route calls to any extension or group within the contact center network

Seamlessly distribute call center agents to remote or home offices via an IP station

Dynamically balance call distribution to ensure contact center agents stay productive

Provide flexible work arrangements and extended support across multiple time zones

Route calls to the appropriate agent based on caller ID, time of day, account code and more

Iwatsu Contact Center Call Processing

Customize automated company greetings, menu options and directories

 Allow callers to speak menu/directory selections using voice-activated call routing

 Pre-record custom in-queue messaging and on-hold announcements

Conveniently make changes to greetings and menu options from anywhere even off the network

Program the contact center to dynamically add agent groups during heavy call volumes