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Contact Center Platform

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Defne’s Contact Center Platform offers  a powerful and affordable communications solution for designing and managing a growing call center. It enhances customer experience and improves agent productivity. The Contact Center Platform is designed to operate under very high call traffic with almost no maintenance. With a PC based, flexible and modular design, Contact Center Platform can operate with or without a PBX. It contains a native CTI (Computer Telephony Interface) application eliminating the demand for third party, costly CTI applications. Defne's Contact Center Platform optionally also offers an Outbound Dialer functionality that supports agentless, predictive, progressive, preview and power dialing methods. 

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It consists of the call distribution, agent control, online screening, audio logging, multiple audio conferences, reporting, and setup and administration modules in order to achieve successful communication and control sessions with customers.

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Key Enterprise Benefits:

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• Cost-Effective: Ensures call center work force optimization and increases efficiency through agent grouping, blended call management, special segmented grouping, and performance management .Eliminates idle workforce capacity. 

• Increased Customer Satisfaction: Enhances customer experience with improved communication through advanced queuing and call distribution features. Predictive dialing ensures minimum wait period. 

• High Capacity: Scalable PC based architecture supports high volumes of inbound and outbound calls.