To provide high quality, leading-edge contact center telephony products at a competitive price, CK Telephone & Data Services offers Composit, an intuitive and easy to use system designed for contact center applications.
Interaction Flow Designer
This intuitive, easy to use business rules engine manages all contact center operations and activities. Composit Flow offers a variety of out of the box applications, enabling even non-technical users to easily create and customize applications and flows using a Visio-based drag-and-drop methodology. The business rules flow can be modified while the Contact Center is online, with immediate activation of all changes.
Administrator
A single, centralized interface for configuring, implementing, managing, and controlling the entire Contact Center system. Based on familiar standards and organized into folders, Composit Administrator is the only interface that users need to operate. Its platform-independent open architecture allows full interoperability with third party applications and enables easy and rapid programming-free customization. or networked sites.
Agent
The heart of all Contact Center operations. Composit Agent features an Agent SmartBar for step-by-step navigation through the interaction process flow, speeding training and minimizing mistakes. It also comprises a Media Control Panel that facilitates smooth transitions and blending between all interaction types, and a ScoreBoard that enables each agent to view relevant operational data.
Supervisor
Web-based real-time monitoring and reporting system that allows easy retrieval of critical events, reporting, statistical analysis, and long-term tracking and trend analysis. Composit Supervisor provides access to the information needed to evaluate all Contact Center activities, including customer contact results, individual agent and campaign performance, and resource utilization. Results are displayed in an intuitive and customizable graphical interface.
Composit's scalable and modular system combines advanced IVR, Dialer, CTI, queue management, Intelligent Interaction Routing, and multimedia management - all on a unified platform. A single seamless solution simplifies call center management and maximizes service capabilities. Composit supports all contact center capabilities, right out of the box. And, its open architecture enables the easy integration of legacy systems and third-party components into its infrastructure. Your past technological investments are protected while future growth is accelerated. Within a single queue, all customer interactions are handled and managed according to administrator-defined business rules, ensuring service-level consistency.
Queue management and routing can be rapidly and dynamically adjusted in real-time for maximal operating flexibility and productivity.
Composit routes interactions to optimize customer satisfaction and contact center productivity. Each organization can set the business rules that govern how, when and by whom each interaction is handled. Composit's intelligent skills-based routing capabilities leverage knowledge of the caller profile, such as DNIS information, VIP status, customer's interaction history, along with agent skill sets, such as language capabilities, work experience, and customer-specific histories. The system also factors in business rules, such as working hours, load balancing, and assigned priorities among various media.
Ensure your agents have the information they need before they even start interacting with a customer. With built-in integrations to popular CRM solutions from Siebel, PeopleSoft, Pivotal, Microsoft and others, your system administrators will enjoy easy integration and upgrades.
Enables customers to leave a voice message requesting a return call and automatically routes the message for speedy handling by an agent.
Allows customers to hang up after leaving a data item such as a voice message or customer ID, and yet effectively hold their place in the queue; the system prompts an automatic call-back when it is their turn .
Enables agents to redirect callers to an IVR or specific agent or campaign queue.
Composit IVR empowers you to deliver convenient, cost-effective, 24/7 service via voice or Web, without increasing your human resources. Callers are identified by ANI or from an entered ID number that the IVR system looks up in your database. This enables calls to be automatically routed and handled for optimum customer satisfaction, according to their preferences and your business rules. Composit's support for information request and delivery by email, fax, web form, SMS, and over the phone, with or without agent intervention, ensures your customers get the information they want, when and how they want it. In addition, IVR seamlessly interfaces with advanced voice technologies, such as: speech recognition, text-to-speech, and voice authentication systems.
Composit dialers boost agent productivity and campaign effectiveness by automating outgoing call initiation. In any campaign you can utilize either or both of the following options:
An unlimited number of campaigns can be handled simultaneously, allowing load balancing. Agent Dialer and IVR dialer can also be used simultaneously, enabling maximum productivity at all times. With agents freed from dialing and the ability to activate IVR dialer 24 hours a day, you can make the most of all your resources for all your campaigns.