Belgrade, Serbia
+ 381 (11) 225 88 88
office@nes-communications.com
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Contact Center solutions are helping thousands of companies around the globe focus on customer engagement to increase market share and profitability.

A small, single site, solution or a large multi-site operation – there’s Contact Center that can help support your business.


  • Choice

    Omni channel contact

  • Quality

    Right agenet for my needs, HD audio

  • Intimacy / Trust

    360 degree view for responsiveness, relevance, loyalty

  • Knowledge

    360 degree view

  • Complete source

    Omni - channel coverage

  • Expertise

    Powerful routing of call to right agent

  • Joy of use

    User - led design

  • Insant on

    Click - once Agent Portal

  • Quality

    HD voice

  • Proactive

    Right time outbound campaigns

  • Control

    Powerful routing and management tools

  • Anytime, anywhere

    Mobile support

  • Intelligent decisions

    Reporting and analytics

  • Focused value chain

    Mature SDK, APIs and extensions for ecosystem integration

  • Efficiency

    Integrated WFO

  • Reliability

    Carrier grade platform

Inbound


Contact Center meets and beats those challenges by helping you keep pace with customers demands, giving you a competitive edge as an intuitive inbound contact center. It’s designed to maximize first-contact resolution through intelligent skills-based routing, along with built-in expert presence and collaboration tools.

  • Up to 1500 concurrent agents per system, 7500 agents per cluster
  • Skills-based routing of inbound and outbound voice, callbacks, IVR, email, web chat, voicemail, fax, and social media
  • Integrated database and reporting
  • Integrated IVR and Voice Portal options
  • Pre-packaged and custom Social Media and CRM integrations

Outbound


Labor can represent up to 80% of a contact center’s operational costs. The challenge is to control and even reduce labor costs—but not at the expense of customer service. Agent-assisted and agentless proactive customer care campaigns are proven approaches to increasing customer loyalty and retention. All while keeping costs in check.

  • Predictive, progressive, and preview outbound dialing with campaign management
  • 500 agents per communication server, 10,000 agents per system
  • Skills-based routing and reporting of inbound and outbound phone, email, and web chat
  • Integrated IVR for campaigns, notifications, surveys, advertising, etc.
  • Do-Not-Call (DNC) compliance
  • Integrated audio recording
  • Run as a standalone solution or interface with any communications infrastructure

IVR


Integrated IVR system for Contact Center, providing an automated, intelligent ‘front-end’ for incoming voice contacts. Provides greetings, menus and announcements to your customers before connecting them to a live agent, while allowing callers to provide valuable information that ensures their calls are routed according to who they are, and what they need.

  • Integrated IVR solution for Contact Center
  • Auto-attendant with navigation menu prompts
  • Estimated wait time or position in queue announcements
  • Caller input digit collection and response for basic self-service
  • Up to 200 simultaneous sessions per server, 1000 sessions per system