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Solutions
Contact Centre

The proliferation of new communication devices and the best access to users of this technology have provoked an increase in the way clients relate to companies, be it via telephone, fax, e-mail, Internet, SMS, etc.

From here, the creation of a Contact Centre contributes to reducing the costs associated to the processes of operation and exploitation and helps to reduce the impact of new communication channels. This converts a traditional call centre into a powerful multi-channel solution: el CONTACT CENTRE.

The Contact Centre solutions aimed at your business enable:

Management of all contacts from one single communication platform
Different channels: Chat, video, e-mail, telephone, fax, etc.
Activity report for every agent and topic
Intelligent routing
Centralisation and decentralisation of agents and supervisors
Management of campaigns, incidents, customer satisfaction surveys, etc.
Auto-dialling systems for outgoing calls
Recording of all conversations and interactions
Integration in other applications
Contact Centre administration

Fibratel offers advisory , design, implementation and maintenance services for Contact Centre solutions of ALCATEL-LUCENT, CISCO, AASTRA (Ericsson), MITEL, etc. It helps you to prepare the necessary business scenario by explaining the advantages and specific functions and prepares a plan to implement the solution that guarantees the fulfilment of the objectives.