Solutions

To have an own solution of a contact centre deployed at a company (so-called CPE model - Customer Premise Equipment) and to run in on its own has both benefits as well as disadvantages.

• The most significant benefits of own solution
• Major disadvantages of own solution
• Smart routing
• Support to all communication channels
• Support to outbound campaigns
• Comprehensive reporting options

The most significant benefits of own solution:

• an option to operatively adjust technological behaviour of the contact centre towards customer
• monitoring and optimising of operation in real time
• one-off investment in technology
• full supervision over operators and quality of the information provided
• an option to directly motivate operators
• preserving security in terms of utilising corporate information systems
• experiences of operators of customer centre are becoming very valuable in case of their career promotion

Major disadvantages of own solution:

• relatively high acquisition costs
• impossibility of immediate response to a sudden variation in the number of needed operators
• specific know-how is needed in relation to operation of the contact centre
• high operational costs related to overhead staff

Our partnership with the best technology will allow us to choose, in co-operation with you, such platform that will cover your demands, considering the potential of future growth and thereby protecting your investment as much as possible.



As a Siemens Authorised Partner, we are able to offer you a platform of multimedia contact centre - a Carol product by the Siemens company - backed up by a number of successful installations both in Slovakia as well as abroad. Benefit of this solution is its full localisation in the Slovak language as well as an attractive price. The solution of Carol is suitable for small- and medium-sized contact centres (2 to 100 operators). With its functionality, it can hereby compete to the most expensive solutions in the market. From among all features of the Carol product, we would like to draw to your attention especially the following ones:

Smart routing

• an option to co-operate with external database (VIP Routing)
• equal processing of all communication media
• it does not require ACD in PBX

Support to all communication channels

• phone calls
• Voice Over IP
• e-mail
• facsimile communication
• recording and processing of voice messages
• call-back
• web chat
• SMS (Short Messaging System)

Support to outbound campaigns

• Preview and Progressive Dialling modes
• integrated enquiry for mass information collection
• combination of incoming calls of an outbound campaign (media blending)

Extensive reporting options

• a supervisor has a special tool for detailed monitoring of operation in real time
• agents of contact centre see significant statistical information directly in their application
• 16 predefined history reports with 192 statistical values
• open and documented history database with an option of genuine connection
• the reporting tool Crystal Reports 9 Professional is integral part of the delivery (an option to create and adjust genuine reports)

Of course, Webster Communications shall provide for complete design of delivery of the contact centre, starting with a detailed analysis of your needs, draft solution with a recommendation of best practices through implementation, instruction of operators up to long-term maintenance and technical support.

The solution of Genesys is probably best you might wish in the field of technology of contact centres. The entire system has been designed to meet all claims of even the biggest company. Both, robustness of the system as well as its scalability enable to build a contact centre with hundreds of operators. The following belongs to the key features of the Genesis product:

• full support to hot stand-by concept - it provides 100% accessibility of the solution
• support to UNIX platforms of Sun Solaris, IBM AIX and HP UX
• support to PBX of Alcatel, Avaya, Ericsson, Nortel, Siemens and others
• full support to multimedia communication
• expert system to support decision making
• Universal Workflow package to support process management of customer support
• Workforce Management tool to plan working shifts of operators

Similarly as in the case of the Carol product, Webster Communications will offer you, along with Genesis, a complete design of the delivery of contact centre, starting with a detailed analysis of your needs, draft solution with a recommendation of best practices through implementation, instruction of operators up to long-term maintenance and technical support.