Press Release

NFON AG presents extended functions of the Premium Solution Ncontactcenter – a purely web-based call center solution that does not require any client installation at all – on the occasion of the CCW 2018, the International Call Center Management Congress Fair in Berlin. Markus Krammer, Vice President Products & New Business, NFON AG: “We have developed the Premium Solution Ncontactcenter for the premium class of telephone system users – the Contact Centers – in order to be able to offer companies a powerful and state-of-the-art tool from the cloud. The new modules offer the users comprehensive performance and service for call centers from a single source."

Ncontactcenter is aimed at call centers of all sizes, its modularity is optimized for small customers and scales up to 2,500 parallel conversations. Ncontactcenter is web-based and does not require any installation at the workplace. This minimizes costs, installation effort and increases overall efficiency through the availability via internet browser. Up to now, call center agents have used Ncontactcenter to view status information about the status, for example, as well as functions of the ACD (automatic call distribution) or the IVR and dialer modules. Additional modules have now been added to the Premium Solution Ncontactcenter. These include among others:

Preview Dialer: The new module removes manual dialing from the agent and is fully configurable
Supervisor Recording: The quality assurance module can be individually adapted and allows, for example, to interrupt or pause recordings already started during a call.
Email distribution: With the ACD, incoming emails are distributed to the agents in a configurable and automated manner.
Web Chat: The new Web Chat module is also seamlessly integrated into the solution from the cloud and is available to companies as an increasingly popular channel.
The Premium Solution Ncontactcenter equipped with new modules will be available from April 2018.

Other features of the Premium Solution Ncontactcenter include reliability, scalability and the quality feature of secure cloud technology made in Germany: Complex standard callflow, extensive rights system, graphical IVR-GUI for easy creation of own callflows, context-sensitive help, numerous distribution algorithms, stairway function for the control of skills, load agent function with planning capability of over 24 hours as well as guided transfer to support free queues and call status for flexible job assignment (calls, callbacks, mails). The NFON stand is located in Hall 2, D24a/E21.