IP contact centers are replacing traditional TDM-based contact centers at an increasing rate. IP contact centers allow much tighter integration of both the voice and the data components of a contact center.

One of the strengths of BNICG is in implementing and integrating contact center software and technologies.  We handle all aspects of design, implementation, integration, training of your contact center and optimal training of your staff. We also can develop custom applications to integrate your various data and telephony systems into an efficient, unified, communications infrastructure.

We understand both the IP telephony and data requirements necessary for:

• Inbound, Outbound and Blended call handling
• Outbound agent-controlled, broadcast and predictive dialing
• USA FTC-compliance
• Various agent and administrative interfaces
• Remote agent setup
• Integrated call recording
• Integrating IVRs with custom database applications
• Recommending call center carrier technologies

As you can see from the picture below, a typical contact center has many components that must be properly integrated for the most efficient use of contact center resources and to provide the best overall customer experience..