INNITEL, a Jerusalem-based global provider of cloud unified communications solutions, is taking part in ITEXPO this week. While there, the company announced the version 4 update to Atomic, its contact center platform.
The latest update to Atomic takes it in a more omnichannel direction. In addition to smart voice capabilities, the contact center solution also enables agents to engage their customers and leads via social channels such as Facebook and Twitter, as well as more traditional channels like SMS, fax and e-mail. Most importantly, these features all take place from a single intuitive browser-based interface.
The update brings 24 new and result driven features to the solution. There are upgraded unified communications capabilities, such as the abovementioned single browser-based interface and messaging tools. The voice call center feature also brings automatic and manual messaging tools, which allow agents to quickly obtain client social and historical information, thus letting agents get to know their customers better.
“INNITEL continuously innovates in the contact center space by creating affordable cloud based solutions that provide a consistent omni-channel experience. Atomic V4 empowers agents to personalize their customer interactions, through any channel in a seamless, cloud based, extendable platform,” said CTO Dan Leubitz.
Advanced reporting has also been improved; contact center managers can now obtain quantitative strategic information on the performance of previous campaigns. It also helps when it comes to predicting the best time to initiate contact for a particular upcoming campaign. Meanwhile, one step integration in version 4 of Atomic allows for touch-less deployment. This gives INNITEL the ability to deploy a contact center in 15 minutes and rapidly integrate with the customers’ CRM through a set of API's, all without needing to touch the customers’ endpoints.
With these new improvements to Atomic, the contact center solution is sure to stand out among the omnichannel competition.