NextWest, Inc., leading provider of IP-based business telecommunications and contact center systems, today unveiled its recently enhanced NextContact version 3.4 fully-integrated contact center solution.
An inbound, outbound and blended call center solution, NextContact delivers PBX, VoIP, automatic call distribution (ACD), fax on demand, e-mail and predictive dialing in single-source solution.
NextContact software works with NextWest PCXi to provide fully-integrated convergence that combines analog, digital, wireless and IP capabilities into a single platform. As a result, contact centers have a choice of deploying traditional, IP telephony or combination of both to handle customer contacts through voice calls, voice mail, email, web integration, collaboration and fax.
“Our single source solution delivers a comprehensive list of features unavailable from other contact center vendors,” said Matt Morales, NextWest COO. “Because we provide so many features in a single system, we reduce complex multi-vendor integration and enable distributed traditional or VoIP call centers. NextWest makes it possible for our customers to enhance performance, reduce costs and speed up implementation time.”
One of most significant enhancements is VoIP phone integration which, combined with an agent console, allows agents to work from home or anywhere in world. Additionally, automatic number identification (ANI) is now configurable by trunk so that call centers can simultaneously promote multiple company products or services easily and economically.
Manually importing phone lists for predictive dialer is now a thing of past. Phone lists can now be dragged and dropped directly into a folder for ease of implementation.
“With this version of NextContact, we not only focused on usability and performance enhancements,” said Richard De Soto, NextWest Chief Marketing Officer, “we also spent considerable time streamlining management tools and functionality.”