Philips Business Communications (PBC) has launched the 400/250 Series, a suite of customer interactive centres (CIC), which is state-of-the-art technology.
According to product manager, Cornel Vance, although the 400/250 Series is a leading product worldwide, PBC recognises that quality product is the basic entry-level requirement.
"One of our primary functions is to ensure that customers fully understand the impact of a contact centre on their business. Even before discussing product we prefer to analyse with our customers the overall effect of the call centre and how it should be managed."
"In the past, comprehensive training was neglected, jeopardising the performance of the installation. Now PBC has established a full range of services including consulting, solution design and project management to enhance the level of after sales support," says Vance.
PBC`s holistic philosophy of "value-add" partners has positioned the company as a state-of-the-art provider of call centre technology.
"A call centre must integrate with such a variety of other facilities that it is essential for the supplier to not only understand the call centre operation but also every facility with which it integrates," he explained. "We, and our partners, who jointly have a wide range of skills, can achieve this," he explained.
Mike Allsworth, technologist PBC, says that customer relationship management (CRM) is the heart of call centre technology.
"Basically, it is PBC`s ability to take call centre and PABX data into the next realm of CRM that sets us apart for our competitors. We integrate call centre and PABX data into the client`s CRM system, and our "open door" architecture gives the customer flexibility to choose any CRM system he requires," he says.
The manner in which PBC approaches its sale of call centres is also in line with the changing paradigm within the company.
"It is not just about technical competence anymore," says Vance. "It is the holistic manner in which PBC handles the convergence of voice and data, that makes the difference."
The CC400/250 Series is a suite of applications ranging from the straightforward ACD environment to the sophisticated call centre with PC-based agents. It supersedes and enhances the Call Manager 300 Series and offers ample opportunities for the customer to enter the sophisticated Call Centre market. It also strengthens the iS3000 by offering mature and competitive products.
The CC400/250 Series can be used in any vertical market and business environment from helpdesks to high-end customised e-business solutions. It can also be used where the use of front-office (agent scripts) and back-office (database integration, legacy systems) are part of the overall architecture. The common platform and modular approach offers customers the opportunity to start at entry level, and grow alongside their developing business without any investment sacrifice.
Share
