Ensemble Pro
EnsemblePro provides customers with a unified contact
centre solution on a single platform, allowing agents to
interact with customers using communication channels
that include voice, email, internet and fax.
Main features
The system provides automatic call distribution for
inbound call handling, outbound predictive dialling,
automatic workflow distribution, customer self-service,
e-mail distribution, web interaction and web chat,
universal queuing and skills based routing of calls on
the unified platform that allows customer interaction to
be managed and reported from a single point of control.
Fully-featured IVR is a standard feature of the product
and the optional speech recognition feature may be used
to further enhance the customer interface.
Automatic workflow allows tasks such as trouble
tickets, documents, order processing and self-paced
training content to be automatically routed to agents.
EnsemblePro is a complete contact centre solution with
multiple capabilities that can be implemented in a
fraction of the time and at a fraction of the cost of
integrating point solutions from different suppliers.
Scalability
EnsemblePro’s modular design allows companies to tailor
solutions to meet current needs and purchase additional
features and capacity as the business requires it,
ensuring that a cost effective solution today will not
restrict your company in the future.
For example a company providing only voice
communication today may need to give customers the
choice of interacting by e-mail, internet and web chat
in the future.
Multi-Media Manager
EnsemblePro’s Multi Media Manager provides the ability to
implement a single set of business rules that can be
applied across all interaction channels allowing contact
centre managers to control the prioritisation and
escalation of customer interactions based on their own
specified criteria.
Complete IVR interaction flows and customised business
rules may be implemented in as little as an hour using a
point and click graphical interface.
Ninzi-Connect
Ninzi-Connect’s extensive experience in all aspects of
contact centre design and implementation acquired over
17 years of delivering voice solutions enables it to
provide customers with the expertise to implement the
multimedia EnsemblePro solution to meet their current
and future contact centre requirements.
This expertise is of particular value to prospective
EnsemblePro customers as the system has an extensive
range of features and options. Our consultants will
assist in designing the optimum solution to meet the
company’s current and future needs.
Major features available include:
- Automatic call distribution
- Outbound predictive dialling.
- Fully functional interactive voice response (IVR).
- Voice recording.
- E-mail management.
- Web interaction and web chat.
- Automatic workflow distribution.
- Voice mail.
- Voice over IP (VoIP).
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