Each Contact Center solution enables the organization and analysis of incoming and outgoing contacts.
An inherent part of PBX solutions and fully integrable with external solutions, Lantech Longwave’s Contact Center solutions guarantee:
- multichannel capability;
- ACD and IVR or TTS services;
- integration with corporate applications to provide advanced services such as time slot, contact and on-call management;
- real-time reporting to ensure complete performance visibility.
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Interactive Voice Response
Interactive Voice Response capabilities built into a Lantech Longwave Contact Center solution provide so many features, in an automated manner, including:
- directing the caller to the correct agent or business department;
- providing appropriate answers to frequently asked questions;
- diverting calls, allowing callers to switch from a live call to a text message.
The result is a “lighter” workload for operators and faster information to users, thanks to artificial intelligence.
Integrations with CRM
Lantech Longwave’s CContact Center solutions can be integrated with CRM through API/SDK and by using project-developed connectors.
A Contact Center integrated with CRM ensures optimised management of business data, enabling operators’ speed of action and timely and comprehensive response to customer needs.
Bridged Call Appearances
With Lantech Longwave‘s Bridged Call Appearance capability, the business phone system can be made increasingly interconnected. By adding this capability to the Contact Center, you can answer incoming calls from multiple configured business devices: this way, if the main recipient cannot answer, the call will go to another appropriately configured phone.
Inbound & Outbound
Lantech Longwave’s Contact Center solutions integrate and enable the analysis of inbound and outbound contacts, thereby optimising their management.
From support to telemarketing, this is a multichannel approach that ensures that users can contact your company on different channels and that operators can contact customers using different communication tools.
Session Initiation Protocol
The Session Initiation Protocol technology implemented in Lantech Longwave’s Contact Center solutions enables an Internet-based voice communication architecture, which is therefore modular and scalable, interfacing with device or application platforms with extreme flexibility and ease of integration.
This technology means that the user does not have to be behind a desk to answer the phone, as calls can be routed to any other device with an Internet connection.
Microsoft Teams & Webex Calling
The integration of Lantech Longwave’s Contact Center solutions with Microsoft Teams & Webex Calling provides a unified workspace for telephone operators using these tools, making the management of Customer Care-related operational processes much more effective. A single tool through which all telephone, messaging and video-collaboration communications travel.
