Operator Solution for Contact Center Cisco Finesse

Operate on success

NTWcall operator solution is the natural extension to the existing Cisco Contact Center Finesse for all call processing functionality, based on European requirements. Using only a single user interface call operators are able to switch calls additionally to their usual contact center activities. The integrated search functionality as well as numerous presence and messaging functions (incl. MS Lync) are available.

Customised attendant interface

The interface can be individually customised to match the operating tasks and the agent’s preferences while always staying clear and easy-to-use. The versatile-but-simple search functionality allows fast transferring to the correct contact.

Integrated presence statuses

Integrated presence statuses offer a maximum overview of the phone status (Jabber, phone) and support a clear time recording and organisation of appointments via calender availability and preview of upcoming appointments. Thanks to modern message functionalities call back requests or calender entries can be easily transmitted via various channels. Call notes for instance can be transmitted via eMail using a template which will be populated with the caller information automatically.

Complete overview and control

Thanks to the NTW LiveMonitor, the service level stays under maximum control with different views and integrated alarming. NTW’s additional call and attendant statistics provide comprehensive support for quality management.

Flexible usage

  • As single-user or for multiple sites/clients
  • In network, as hosting or cloud soluti

PREREQUISITES:

  • Hardware
  • Software
  • ICT system
  • Phones

2 CPUs (Cores)
4GB RAM
Gigabit-/Fast-Ethernet network interface card
80GB hard disk for installation
Virtualization supported (VMware & HyperV)

Microsoft Windows 2016 Server or Microsoft Windows 2012 R2 Server
NTWcall Base

Cisco Unified Communications Manager 10.x or 11.x

Cisco IP Phone Series 6900, 7800, 7900, 8800, 8900, 9900, DX Series, Jabber and Cisco IP Communicator