Inforenet 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.
Inforenet’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.
