Kaptec has a wealth of experience in setting up and managing contact centres from small operations that consist of a few seats to complex contact centre environments consisting of many sites connected together into a virtual contact centre environment with thousands of agents. Our consultants have deep knowledge and experience in a number of fields relating to contact centres, from the initial setup to the deployment of basic to advanced technologies and applications through to developing customized solutions for customer specific needs.

We can help to improve your contact centre through:

• Initial planning and design of a new contact centre through to Go Live
• Improved processes
• Better use of your existing technology
• Deployment of new technology
• Deployment of advanced applications that

• Allow you to communicate with your clients in multiple different ways
• Improve the overall efficiencies within your contact centre

We specialise in the area of:

• Planning and designing of contact centres, from an individual standalone location to multiple locations connecting them into a virtual contact centre environment
• Deployment of web chat services
• Deploying advanced applications such as:

• IP ACD (Automatic Call Distribution) Systems (Full Suite of Avaya products)
• IVRs (Interactive Voice Response Unit)
• Natural Speech Recognition
• Various types of reporting mechanisms
• Intelligent call routing between contact centres
• CTI (Computer Telephony Integration) type applications and functions