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Call Center and CCaaS

inforenet_300

Overview

Benefits

Features

Always Available

callcentericon-150x150Inforenet delivers full-featured, next generation call center and carrier class contact service to businesses of all size. Our cloud-based service solutions deliver superior voice quality and unparalleled service uptime with minimal investment.

Inforenet’s Contact Center as a Service Solution (CCaaS) suite offers extensive integration capabilities, ACD with Call Queuing, self-service Interactive Voice Response (IVR), recording, and administrative tools.

Inforenet CCaaS’s demonstrated benefits include:

  • True multi-tenant architecture: All tenants share resources, providing optimal utilization of resources and economy of scale.
  • Single platform with operational efficiencies to supply and manage services to all tenants, while offering self-administration capabilities for individual tenants.
  • Distributed resilient architecture that meets requirements for multi-node deployment with global scalability and high levels of reliability.
  • Open interfaces and customization options provide tight integration options that meet the individual needs of different tenants.
  • Multiple agent deployment options for soft clients, IP phones or traditional phones.
  • Intelligent processing of calls ranging from simple skills-based routing to complex interactive routing algorithms.
  • Integrated self-service IVR capabilities.
  • Integrated voice recording.
  • Efficient real time monitoring and analytic reporting tools.

Inforenet’s CCaaS platform has been successfully deployed by numerous clients for exceptionally reliable contact center services.

  • Increase customer retention: Applications such as CCaaS and related products provide opportunities to develop customer loyalty.
  • Broad customer base: Address the needs of a wide range of customers, from small-businesses to mid-market and large enterprises.
  • Multiple queues: Agents in multiple call queues help balance workload and call volume.
  • Specialized Call Routing: Calls are based on calling number and user responses, ensuring delivery to the appropriate personnel.
  • Web-Based Management: Intuitive Web-based interface provides view of call flow and threshold management.
  • Threshhold Management: Set and monitor important metrics for call handling and agent performance with programmable threshholds.

GROUP FEATURES

  • ACD
  • Auto Attendants
    • Personal Auto Attendants
    • Scheduled Auto Attendant
    • Chained Auto Attendants
  • Barge In
  • Call Intercept
  • Call Park
    • Directed
    • Dynamic
  • Calling Group ID Deliver
  • Configurable Extension Dialing
  • Configurable Feature Codes
  • Configurable Directories
  • Department Support
  • Group Announcements
  • Group Custom Ringback
  • Group Instant Messaging
  • Hot Desking
  • Hoteling
  • Hunt Groups
  • Instant Group Call
  • Listen In
  • Office Manager Portal (Web portal)
    • Active Calls
    • Auto Attendant Designer
    • Call Records
    • Call Statistics
    • Conference Bridge Configuration
    • Custom Music and Messages
    • Queue Management
    • Voicemail Management
  • Night Mode
  • Paging
  • Simultaneous Ring (group)

USER FEATURES

  • Account Codes
  • ANI/CLI Customizations
  • Anonymous Call Rejection
  • Authentication by Digest
  • Busy Lamp Field
  • Call Forwarding
    • Call Forwarding Always
    • Call Forwarding Busy
    • Call Forwarding No Answer
    • Call Forwarding Not Reachable
    • Find Me (multiple numbers)
    • Sync with Server
  • Call Logs (Inbound and Outbound)
  • Call Monitoring
    • Automatic Recording
    • Supervising Mode
    • Silent Monitoring
  • Call Notify
  • Call Pick Up
    • Call Pick Up Department
    • Call Pick Up Domain
    • Directed Call Pickup
  • Call Recording
  • Call Return
  • Call Status (Real-time in User Portal)
  • Call Transfer
    • Attended Transfer
    • Blind Transfer
    • Intercom Transfer
    • Transfer to Voicemail
  • Call Waiting
  • Calling Line ID Delivery Blocking
  • Calling Name Retrieval
  • CDRs
  • Charge or Billing Number
  • Client Call Control (API and User Portal)
  • Conferencing (Multi-Way Calling)
    • Convene Conference
    • Invite Attendees
    • Multiple Conference Rooms
    • Scheduled/Instant Conference
    • Web-based Setup
  • Device Auto Provisioning
  • Direct Inward Dialing
  • Directed Call Park
  • Directed Call Pickup
  • Diversion Inhibitor
  • Do Not Disturb
  • Sync with Server
  • Extension Dialing
  • External Calling Line ID Delivery
  • Hunt Groups
  • In-Call Service Activation
  • Instant Messaging (via XMPP or SIP SIMPLE)
  • Intercom
  • Internal Calling Line ID Delivery
  • Last Number Redial
  • Message Waiting Indicator
  • Music-On-Hold
    • System Default Music-on-Hold
    • Personalized Music-on-Hold
  • Phone Status
  • Presence
  • Privacy
  • Selective Call Acceptance
  • Selective Call Rejection
  • Simultaneous Ring
  • Shared Call Appearance
  • Three-Way Call
  • Two-Stage Dialing
  • Video Telephony
  • Voicemail
    • Default Greetings
    • Customizable Greetings
    • Name Recording
    • Email Notification
    • Voicemail Forwarding
    • Forwarding to Email
    • User Portal (View, Save Delete)
    • Voice Messaging Group
    • Voice Messaging Call Back
  • Web User Portal
    • Contact List with Presence
    • Click to Call
    • Inbound Call Handling Rules
    • Screen Pops
    • Messaging

SYSTEM FEATURES

  • All User Levels
  • Configurable Permissions
  • Salesforce Adapter
  • Virtual Office Control Panel
  • API
    • Access all System Functions
    • Call Control
    • Configurable OAuth Permissions
  • Fault Tolerant
    • Active-Active Architecture
    • Geo-distributed
    • Highly Scalable
    • Rolling and Hitless upgrades
  • Security and Fraud Detection
    • Auto Block Failed Registrations
    • Auto Block SIP Port Scanning
    • Auto Block Promiscuous SIP Devices
    • Velocity Filter for Bad Digits
  • Device Provisioning
    • Customized Directories
    • Domain and Device Overrides
    • MAC Management
    • Remotely Triggered Updates
    • Supports Major SIP Phones
    • Zero Touch Device Configuration
  • Regulatory Compliance
    • 911 Emergency Calling Solution
    • CALEA (lawful intercept)

n-share-architecture-300x270Inforenet’s CCaaS solution is always available, thanks to n-Share clusters located in our geo-redundant data centers located in New York, NY and Dallas, TX.

“Always Available” means that Inforenet can provide identical real-time service in multiple locations. With all endpoints dual registered at both facilities, we mitigate any chance of service failure or any potential extended service outages. Our seamless and transparent failover between nodes ensures that service disruptions are avoided. Customer connections are simply transferred to any available nodes. n-Share dynamically distributes load across all available servers based on geographic distance from the user.  Quality of service is optimized by ensuring voice and video payload travel the shortest distance between sender and receiver, especially in cases when media-anchoring is required.

As network traffic grows, Inforenet’s capacity grows as well. We deploy additional n-Share nodes to the n-Share mesh, which become available to dynamically share call processing tasks with zero downtime. We can expand to accommodate reseller growth with no impact on availability of services to end users.