The key contributing factors to an organisation’s success (or to say at least survival) in the existing times undoubtedly depends on its capability to manage relationships with existing and prospective customers. Stiff competition demands customer focused business strategies which inturn leads to customers seeking access to organisations services 24x7.
In today’s era, for all customer interactive services, consumers demand that their service providers support consistent, unified customer interactions across multiple communication channels, including voice, personal interaction, fax, web based e-mail, web etc. The need to increase profitability for each customer and optimising cost per customer interaction has created urgent requirement for effective contact center solutions. During customer interactions, it is possible to combine known customer information with data gathered through Automated Voice Response or human agent response. This confluence of information forms the basis for an enterprise to accumulate in-depth understanding of its business relationship with the customer. A successful contact center solution demands the integration of all types of customer interactions with enterprise wide business systems and various departments.

	Optimize return on investment in telecommunications, Internet and data networking
	Automatic identification, tracking and management of incoming and outgoing call throughout the life cycle transaction
	Manage customer relations over voice, web, email, fax and internet telephony (VoIP)
	A powerful CTI applications server running on the Windows NT platform
	An object oriented graphical tool for rapid application development & quick response to changing requirements
	A graphical desktop interface for easy information management Integrated inbound/outbound call center application modules that are configured or can be customized
	A full fledged interactive voice response unit
	World Wide Web connectivity to provide direct links from the web to your call center

	Unified Access Mechanism: Manages customer contacts from a variety of media and communication channels.
	Unified Customer View: Manages customer information & behaviour respective to various products and services
	Unified Information View: Integrates information from enterprise-wide database supporting customer interactions
	Unified Agent View: Routes customer to appropriate resources based on predefined rules and broadcast the real time status of available resources to other applications
	Unified MIS & Reporting: Collate performance reports and makes available for evaluating enterprise wide business performance indicatorsments

	NetRelations IVRS (hyperlink to IVRS brochure)		Standalone Outbound Dialer
	NetRelations ACD Middleware		Knowledge base
	Voicelogger		Multi tier role based security mechanism
	Screen PoP to present caller Profile		MIS Reports Generator for cradle to grave reports
	SoftPhone		Middleware database for call data recording
	Voice, fax, based channel interaction management