:::  THE CARRIER-GRADE, ALL-IP CONTACT CENTER PLATFORM FOR NEXT GENERATION NETWORK-BASED SERVICES  :::

Global Forte’s Virtual Contact Center solution lets businesses serve and manage both telephone callers and web callers in a single integrated environment (all without any circuit-switching). This solution uses the switching capability inherent in its IP backbone network and the intelligence for the automatic distribution resides in the ACD Server.

The ACD Server, the core component of our solution, manages calls, queues, CSRs, agent groups, teams, skills and priorities. This is a full-featured, high capacity ACD, capable of managing thousands of CSRs and of organizing calls into any number of Queues. CSRs are organized into Agent Groups with customer-defined many-to-many relationships between Queues and Groups. Call Requests and Agents are complete and independent objects which are defined by attributes and properties which the ACD uses to determine queue configuration and processing.

Network-Based Universal Access ACD

Any-Media Customer Contacts: Telephone calls with interactive voice response and live CSRs, computer calls from the Web with text chat, voice, video and collaboration and e-mail, voice and fax messaging (all with unified queuing and reporting).

Multiple Locations, One System: Locate CSRs where convenient (in multiple centers or at home) and manage them all with one network, one set of business rules and one set of reports.

One Connection, One Network: The all-IP internal architecture means that CSRs need nothing more than a single IP connection (even for traditional telephone calls).

Advanced Contact Center Features: Skills-based and priority routing, rich real-time and historical reporting, call recording, drag-and-drop IVR creation and web-based administrative tools.

Easy Implementation: A standard, computer-based development environment with APIs that simplify system integration in even the most complex environments. No CTI middleware required. Preintegrated solutions with industry-leading CRMs further reduce implementation headaches.

Solutions for both Service Providers and Enterprises
  • Service providers can offer feature-rich, loyalty-enhancing services like pre-routing and network-based ACD that create new revenue and pull through basic services. Customers have tools to manage all of their own routine operations (reducing service provider costs, and increasing customer satisfaction).
  • Enterprises get a feature-rich, carrier-class platform on which to base their business. With the all-IP platform, there is no risk of stranded technology investment (the future is built in!).
OEM-Ready
Global Forte’s CCI (Computer-to-Computer Integration) makes it easier than ever to customize, modify or repackage the product. All components of the product come complete with open APIs based on easy-to-use computing standards.
  • All user interfaces can be easily re-branded, or even completely rebuilt to create a unique look and feel.
  • CCI makes it easier than ever to package our Contact Center solution with other value-added applications, such as leading CRMs.
  • Open APIs for reporting data make it easy to unify data with other applications.
Carrier-Class Platform
  • High-Capacity Platform: The carrier-grade platform scales to support 500,000 call arrivals per hour and 8,000 simultaneous agents.
  • High-Availability Architecture: Designed with no single-point-of-failure to meet the most demanding needs of the Telco network.
  • Multi-Tenancy with Customer Self-Administration: Ideal for network-based offerings. The platform can be sub-divided to provide each tenant on the system the complete capabilities of their own virtual Contact Center system, including IVR and ACD self-provisioning, reporting and management tools.
Intelligent Routing to Legacy Contact Centers
Global Forte's Next Generation Intelligent Network (NGIN) offering brings traditional Intelligent Routing features from the legacy circuit telephone networks into the domain of the IP telephone networks of today and tomorrow. The graphical service creation tool gives the end user complete real-time control over their routing and IVR logic.