Virtual Contact Centre

Contact centre infrastructure is adapting itself along the lines of enterprise IT technology in moving towards a more open-standards based infrastructure, enabling the benefits of IP which will become the fundamental commonality where enterprise and service provider systems must work fluidly to leverage the benefits of a converged network.

Phone still represents the bulk of all customer interactions at nearly 80% of traffic into the contact centre, and as a result proves to be the most expensive but also the most personalized channel of communication. IVR self-service can reduce the cost per transaction by 90%, but customer service has become a key differentiator and self-service must be blended appropriately.

Many carriers and service providers recognize that in order to survive they must transform their businesses from providing commodity transport services to providing more sophisticated telecom services that offer more value and create more differentiation. As on-demand delivery of software-based solutions gains favour, it makes sense for network carriers and service providers to offer their contact centre customers on-demand (network based) solutions.

HTK Horizon™ Virtual Contact Centre is a suite of hosted and managed network-based services, built upon Network IVR and advanced multi-media capabilities, that service providers can offer through the on-demand Software as a Service model to large and small enterprises.