Geomant Contact Expert is a cost-effective, fully featured, multichannel, contact center solution that is tightly integrated with Microsoft Lync Server 2010. For customer-facing organizations requiring a cost-effective but feature-rich contact center solution, Geomant offers Contact Expert, which drives improved productivity and customer service. Unlike more complex solutions, Contact Expert is a solution, designed for Microsoft Lync voice environments, and it is ideal where a subset of Lync users require contact center capabilities. Contact Expert combines rapid Multichannel capability for Business Needs deployment with simple voice, email, and SMS. Contact Center technology configuration. Its sophisticated Campaign management for improves customer service and software-based Automatic Call defining, implementing, and organizational productivity. But Distribution capabilities ensure tuning multiple inbound the cost of such solutions is often maximum productivity and and outbound campaigns. prohibitive, particularly for small enhanced customer service. Interactive voice response and medium enterprises. There is Organizations can define, (IVR) for fronting calls or a need for a cost-effective, fully implement, and tune multiple deploying full self-service featured multichannel contact campaigns, using multiple applications. center solution, designed to channels—voice, email, and short Integration with business complement Microsoft Lync message service (SMS). applications. Server 2010. Call recording for All telephony functions are compliance and quality. Solution achieved through the Lync Inbound, outbound, and Geomant Contact Expert is a platform. When agents log on to blended support. complete solution that Contact Expert, they are Distributed architecture for encompasses inbound, outbound, automatically logged on to Lync scalability and resilience. and blended contact center Server 2010. Calls can then be Full and flexible reporting, environments, and includes call initiated, answered, placed on both real-time and historic. recording and full reporting hold, transferred, or escalated to Software-based wallboard features. Closely integrated with conference status. for agents and supervisors. Microsoft Lync, it is suitable for Built-in softphone that organizations of all sizes. Because Geomant Contact Expert features manages Lync telephony it is designed for Windows Server include: functions. environments, Contact Expert Skills-based routing and provides simple integration to Automatic Call Distribution, expert call transfer. business applications. with multiple routing Simple creation of campaign strategies. flows and IVR scripts
Geomant Contact Expert is a cost-effective, fully featured, multichannel, contact center solution that is tightly integrated with Microsoft Lync Server 2010. For customer-facing organizations requiring a cost-effective but feature-rich contact center solution, Geomant offers Contact Expert, which drives improved productivity and customer service. Unlike more complex solutions, Contact Expert is a solution, designed for Microsoft Lync voice environments, and it is ideal where a subset of Lync users require contact center capabilities. Business Needs Contact Center technology improves customer service and organizational productivity. But the cost of such solutions is often prohibitive, particularly for small and medium enterprises. There is a need for a cost-effective, fully featured multichannel contact center solution, designed to complement Microsoft Lync Server 2010. Solution Geomant Contact Expert is a complete solution that encompasses inbound, outbound, and blended contact center environments, and includes call recording and full reporting features. Closely integrated with Microsoft Lync, it is suitable for organizations of all sizes. Because it is designed for Windows Server environments, Contact Expert provides simple integration to business applications. Contact Expert combines rapid deployment with simple configuration. Its sophisticated software-based Automatic Call Distribution capabilities ensure maximum productivity and enhanced customer service. Organizations can define, implement, and tune multiple campaigns, using multiple channels—voice, email, and short message service (SMS). All telephony functions are achieved through the Lync platform. When agents log on to Contact Expert, they are automatically logged on to Lync Server 2010. Calls can then be initiated, answered, placed on hold, transferred, or escalated to conference status. Geomant Contact Expert features include: Automatic Call Distribution, with multiple routing strategies. Multichannel capability for voice, email, and SMS. Campaign management for defining, implementing, and tuning multiple inbound and outbound campaigns. Interactive voice response (IVR) for fronting calls or deploying full self-service applications. Integration with business applications. Call recording for compliance and quality. Inbound, outbound, and blended support. Distributed architecture for scalability and resilience. Full and flexible reporting, both real-time and historic. Software-based wallboard for agents and supervisors. Built-in softphone that manages Lync telephony functions. Skills-based routing and expert call transfer. Simple creation of campaign flows and IVR scripts
Geomant_ContactExpert_Final.docx