Contact Center Solutions

Contact centers are not a single application but represent multiple technologies that support customer contacts across multiple channels. Genesys Telecommunications is rated the best-in-class interaction software that provides a framework for managing multi-channel customer contact and unified communications. Core applications that support this infrastructure are automatic call distribution (ACD), Interactive voice response (IVR), Predictive Dialing, Email and Web support, Workforce Management, and Quality Monitoring.

Nova Terra is an authorized Genesys solution provider offering turnkey solutions that enhance your customer experience. We provide customized solutions using Genesys Software. At the core of the Genesys Software is the Customer Interaction Management (CIM) platform - the powerful, proven core of the Genesys software suite - which automatically captures, routes and manages, integrates, orchestrates, and reports on Inbound and Outbound customer interaction of all types, based on a company's specific criteria to guarantee the timely and proper treatment of each individual interaction.

Nova Terra's services for Genesys Contact Center Solutions include:

• IVR/Self-Service
• Customer Interaction Management
• Voice Solutions
  • Inbound Voice
  • Outbound Voice
  • Proactive Contact
• Multimedia Solutions
  • E-mail
  • Chat
  • SMS
• Reporting Solutions
  • Real-time Reporting
  • Historical Reporting

Our expertise within the Contact Center industry can help organizations continue to redefine contact centers as strategically important business units and as a critical channel for creating customer value. Due to high operational costs for managing multiple centers, many organizations need to consolidate operations and networking locations to centralize business processes and reduce overhead. Companies also need to continue to automate services and integrate communication channels to deliver consistent support.

Our analytical procedures combined with our expertise gained from working with organizations around the globe across diverse verticals such as banking, finance, telecom, real estate, transportation, and retail puts us in a unique position to help organizations improve the effectiveness and efficiency of a Contact Center. Our team also provides Business Consulting services to help organizations set up state-of-the-art Call Center infrastructures in India at reduced costs.

For more information on how Nova Terra Technologies can add value to your business, please contact us by completing the form on the Contact Us page.