Equant Contact Center

Helping you deliver the best service across borders

Equant Contact Center is a highly flexible, international, inbound call-management service that helps you keep customers satisfied on a global basis.

Key elements

Local-call access helps your business appear local in other countries
Intelligent routing connects callers immediately to the right agent, across multiple call centers
Built-in Network Interactive Voice Response (IVR) and Network Contact Manager save you from investing in these costly technologies on your own

Competitive features

Answer customer calls efficiently, globally. Equant Contact Center offers:

> Global coverage

Provides global access to your business in Europe, Asia and North America

> Multiple access options

Including in-country phone numbers (PSTN or ISDN), toll-free or universal freephone numbers, local or national shared-cost numbers, or premium numbers; making your business easy to reach.

> Efficient call routing

Time-dependent routing, routing to alternate destinations and emergency routing keep your operations covered 24 hours a day

> Optimized call transfer

Cost effectively redirects calls within the network upon agent request

> High reliability

Equant owns, operates and manages its global network; intelligent network infrastructure enables automatic back-up and overflow mechanisms

> Integrated billing

Receive one bill for all inbound traffic worldwide

Special options

> Network IVR

- Network-based, fully managed service available in multiple languages
- Acts as an automated front-end, getting callers directly to the services they need, often without agent help
- Lets you present custom announcements, qualify calls and answer most frequently asked questions without agent assistance
- On their own, customers can retrieve information or perform transactions

> Network Contact Manager

- Based on integration of Cisco Intelligent Contact Manager (ICM) software
- Enables you to operate a single global "virtual" call center, integrating the resources available at all call center sites
- Dynamic call-by-call routing gets customers to the most qualified, first-available agent at any of your call centers
- Gives you a real-time view of all call center activities and real-time call flow from a workstation on your desktop
- Computer Telephony Integration (CTI) delivers the latest customer data from the network to the desktop so your agents can personalize service

> Professional services

Equant can provide and deploy your infrastructure as well as help you design applications and integrate new solutions into your business

How your business benefits

> Optimized customer service

Our total solution lets you match agent skills with customer needs and personalize every interaction. Your customers will appreciate the prompt, attentive service they receive from your business 24 hours a day

> Increased agent productivity

With Equant Contact Center, you can deploy agents more efficiently and provide them with information that helps them work more effectively

> Better management

Refine your call-management strategies in real time to optimize efficiency and responsiveness

> Reduced costs

Equant Contact Center is a pay-as-you-go service. Plus, we've embedded advanced service platforms in our network, so you don't need to invest or maintain this costly hardware and software on your own

> Greater convenience

Rely on one source, Equant, for a total global call center solution that leverages all available resources across all call centers

> Consistent global image

By implementing Equant Contact Center internationally, you can present a single, consistent image to customers around the globe. They can count on you for the same high-quality service in multiple countries and languages