Virtual Contact Centre enables your company to interact with customers via the Internet or Public Switched Telephone Network (PSTN) across an enterprise of automatic call distributors (ACDs), interactive voice response (IVR) systems, web and e-mail servers, desktop applications, and more.

NICM software profiles each customer using data such as dialed number and calling line ID, caller-entered digits, data submitted on a web form, and information obtained from a customer-profile database. The system in real time then matches the knowledge it already has about which resources are available to meet each customer’s needs

This combination of customer and contact centre data is processed through user-defined routing scripts that reflect your business rules – enabling the Virtual Contact Centre software to route each contact to the best agent for that call. Simultaneously, the service delivers customer-profile information to the targeted agent’s desktop.