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GSN Cloud Contact Centre: Foundation Edition

GSN’s Cloud Contact Centre platform has been packaged into three Editions, designed to match your customer service model while supporting diversity of channels and providing matching availability & service levels.

 

The GSN Cloud Contact Centre Foundation Edition provides the customer service essentials that have formed the basis of contact centres for many years, combined with a cost-effective approach to availability and support.

Our other editions are:
Optimise Edition
CX Edition

Foundation Edition: Features and Functionality

Features and functionality within the Foundation Edition:

  • SIP telephony, Voice over IP to softphones at agent desktops
  • Inbound Voice, including Cloud IVR for call classification / menus
  • Flexi-Route to intelligently deliver calls based on inbound numbers, menu selections, agent skills.
  • Outbound Voice using manual/preview dial mode
  • Web Chat including suggested response
  • Call recording in the Cloud, archived to customer after 3 months
  • Integrated agent desktop ‘Interaction Workspace’ to manage all channels
  • Web-accessible standard reporting on agent and centre performance
  • Ability to ‘burst’ up to 120% of target capacity for any channel
  • Pre-configured operational templates to place control in business user hands
  • Warm Standby – service is restored to second GSN PoP within 1 hour
  • Service Level Availability of 99.95%
  • Standard Business Hours support

GSN Cloud Contact Centre offering also comprises of a number of supporting products which can be purchased as stand-alone including:

  • Voice Interaction Management
  • Multichannel Interaction Management
  • Workforce Management (WFM)
  • Interactive Voice Response (IVR)
  • Enterprise Feedback Management
  • Automated Outbound Dialler