NetFortris, a provider of cloud-based voice and data networking solutions, has enhanced its Enterprise Contact Center solution with PCI-compliant credit card security functionality, intelligent multimedia queuing, ans skills-based routing.
The new credit card security functionality makes it possible for consumers to use a secure virtual keypad to enter credit card information. The technology shields both the actual credit card digits and associated tones from the agent.
The intelligent multi-media queueing and skills-based routing capabilities combine voice, video (WebRTC), instant messaging, email, SMS, and social media into a universal queue for a truly unified contact center.
The NetFortris Enterprise Contact Center solution works with the NetFortris Cloud PBX solution and other communication systems. It is designed to manage large volumes of specialized calls. With NetFortris, call center managers can view and monitor live calls, silently monitor active calls, and communicate with agents in real time as necessary.
Additional functionality of the NetFortris Enterprise Contact Center solution includes the following:
- Complete reporting and analytics of every interaction through the contact center. Analytics can focus on individual calls or interactions, groups of calls that can be sorted by type, topic, or customizable criteria;
- Enterprise-class IVR and skills-based routing;
- Soft phone capability with multimedia integration (click-to-call);
- Complete analytics with real-time and custom reporting; and
- Agent surveys and scoreboards.
“Skills-based routing has become essential as enterprise call centers are required to deal with a wider variety of call types, often across different languages and geographies,” said Karen Salazar, vice president of marketing at NetFortris, in a statement. “Our skills-based call routing is a powerful addition to our popular contact center solution. It enables customizable call-assignment strategies that can be used to improve customer satisfaction and call center productivity. Now, incoming calls can be easily routed to the most suitable agent instead of simply the next available agent.”