Call Centres

Quality customer service is a prerequisite for success. To meet the demands of an increasingly educated customer base, many businesses are setting up call centres. These centres vary in complexity from informal help desks through to large inbound and outbound telemarketing centres running multiple campaigns.

Fujitsu has two key solutions that are suitable across all types of call centres.

Coral FlexiCom CallMaster

Standard to the FlexiCom range of PABXs, Coral FlexiCom Automatic Call Distribution (ACD) provides you with the strategic tools required to ensure that your call centre's success is directly reflected on your bottom line. Fujitsu's Coral FlexiCom ACD optimises contact between your customers and agents - and best of all it comes with the system.

Completing Fujitsu's Automatic Call Distribution is a Microsoft Windows-based Management Information System (MIS) providing real-time data on calls, queues, agents, groups and trunks, as well as overall statistics on your call centre's performance. The MIS report generator is a powerful tool for tracking call-handling performance and calling patterns during any given period.

Coral FlexiCom CallMaster brochure (PDF, 172KB)

EPICCenter

EPICCenter is a comprehensive, multimedia routing and management system designed to control and monitor the interaction, distribution and handling activities of the contact centre.

EPICCenter is a highly-configurable and functionally-rich Windows-based application. It supports CRM, workforce management and call recording systems integration, and offers transparent information retrieval from a business application or external database as well as email messaging and Web interaction capabilities.

EPICCenter brochure (PDF, 168KB)