Product overview

Naumen Contact Center is an integrated solution for professional call centers and contact centers that provide services on the basis of outsourcing. By combining different communication channels, such as telephone, fax, e-mail, SMS, web, it enables companies to rapidly deploy a distributed contact center infrastructure, allowing them to use their wide-area networks and extend the boundaries of their enterprise.

Naumen Contact Center is designed for implementation in both single-site and multi-site contact centers, with specific capabilities including usage of an universal hardware platform, high adaptation to various business environments and support of a wide range of paid services such as:

• Telecommunication services;
• Reference and information services;
• Telemarketing services;
• Secretarial services;
• Intermediary services.

Naumen Contact Center is supplied as an integrated suite of the following components:

• The IP call center Naumen Phone. It provides answering and distributing of incoming calls, load balancing among call center agents, recording conversations, using the Interactive Voice Response System (IVR), and generating reports on telephony part of the solution.
• The information system for managing requests and services. It enables  receiving, registering and processing service requests; controlling their performance; maintaining client, partner and service catalogues; processing electronic messages (e-mail, fax, SMS, etc.); generating reports, maintaining phone and e-mail directories, monitoring users’ access rights, etc.