icona outsourcing

Most companies, from a wide range of sectors, prefer to outsource management of inbound and outbound contacts; this is the contact outsourcing industry. The companies in this sector are committed to managing contact center services for a large number of companies in accordance with SLA (Service Level Agreements) each customer according to their specific needs.

Telenia Software’s TVox Contact Center platform allows multiple contact service centers to be configured so that each individual customer can be provided with exactly the service they require, according to the agreed SLA’s. A unique, flexible and multichannel system allows the delivery of a virtually unlimited number of contact services, efficiently manging even high volumes of traffic.

A particularly interesting aspect is the possibility of equipping teleworkers with the same functions available in the office. In fact, in the TVox Contact Center, agents are seatless, i.e. they can work in the same way from any telephone station, local or remote, through a simple Login phase.

It is also worth noting the availability of extensive real time and historical reporting. The first allows supervisors to control in real-time the maintenance of SLA’s for each individual service, while the second allows them to supply their client companies with detailed and personalised statistics on all the services provided.