Wicom Communications, a leading European provider of all-IP contact centre products and VoIP enterprise telephony software for fixed and wireless network environments, has announced the availability of the latest version of the Wicom Communications Server Suite (CSS) software.
Wicom CSS 4.0 is an all-IP telephony software suite that allows a single, integrated system to be used for both customer service and enterprise telephony.
Wicom CSS combines voice and data traffic, IT systems and multiple terminals into a centrally managed product that allows users to switch between telephony services and terminals according to need. For example, the software includes mobile devices as an integral part of overall corporate IT and telephony infrastructure.
Customer service agents and phone users can access all communication services and tools via any type of terminal, including workstation web browser, Symbian Series 60-based mobile devices or traditional fixed-line and mobile phones.
Wicom CSS 4.0 includes additional functionality that streamlines enterprise communication management and increased cost savings through improved employee efficiency and customer satisfaction. For instance, employees can provide "traffic light" notices via their mobile devices that notify switchboard and colleagues about their availability, for example, for participation in meetings.
Similarly, when travelling, users can route all contacts to their mobile phone or to a selected team of specialists to ensure that all calls are resolved in the most efficient, immediate manner. All information is accessible by switchboard and contact centre operators as well as company employees, thus improving availability and overall service levels.