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 A Contact Center is a critical component of modern companies, and should be included in the business strategy. A Contact Center helps route customer support calls to the next available agent or most appropriate person in a specific department based on interactive menu options. Contact Centers also use an automatic dialer to call prospective contacts. i-Centra provides a cost-effective Contact Center solution for companies who want to deliver best services to their customer.
i-Centra can be deployed as a small scale Contact Center solution and a high capacity system while providing a high quality of service. An easy and flexible system maintenance and troubleshooting is provided by an intuitive web-based application for an administrator. The solution can leverage an existing PBX system or build a new Contact Center system.i-Centra provides more benefits to business:
- Easy Integration to Existing System: i-Centra provides an easy integration between Contact Center system with existing system including IP-PBX system, Softswitch system and Analog system. Customers which are connect to the system with both analog or IP infrastructure can access Contact Center system directly.
- Better services to customers: i-Centra allows business to delivers a better service to their customer through a 24 hours system available. This system will improve customer satisfaction by delivering a complete and flexible system to handle customer’s problems.
- Improving employee productivity: i-Centra provides an automatic and advanced system in handling customer, allows employee to handle customer based on computer system.
- Easy Administration: i-Centra provides an easy tool for system administration. System configuration, management, maintenance and monitoring can be accessed through a web-based operational support system (OSS).
- Reduce Cost of Investment: i-Centra is developed in house using an opensource platform (Opensoure Operating System, Databases and Program Applications) makes a low cost for investing a Contact Center system. There will be no additional cost for software lisences.
- Increase Revenue Opportunity: i-Centra is an intelligent Contact Center system with fully rich features. This enables a customer service to serve customers more effectively provides a high level of customer satisfaction. The automatic dialer will capture more customers because the dialing system is handled by machines.
- Integration with Customer Relationship Management (CRM): i-Centra support integration to various CRM platforms such as Heat, Goldmine, etc.
i-Centra delivers a full range of capabilities: CTI integration, autoattendant and IVR system, Skill-based ACD, UMS (Fax Server/Fax on Demand), Call Recording System, Automatic Dialer (Predictive and Progressive), Voicemail and Voice Conference, Agent and Supervisor Desktop, and CDR/Billing System.
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Remote Authentication Dial-In User Service (RADIUS) is a client/server protocol and software that enables remote access servers to communicate with a central server to authenticate dial-in users and authorize their access to the requested system or service. RADIUS allows a company to maintain user profiles in a central database that all remote servers can share.
iCentra Contact Center 
