Infovista uses state of the art technology to address customer needs related to:

• Email: extraction of real-time data, perform one-to-one marketing, quick response to high
  volume customer e-mails

• Web based Reporting: real-time operational & marketing reports

• Cyber Survey: e-mail & web-based research survey capabilities

• Multi media contact capability: wide range of contacts via different media such as Interactive Text Chat, Call Back, VoIP.

• Virtual Office: which allows virtual online sales and customer service representatives to Dynamically interact real time and/or through natural dialogues for e-commerce and
  customer support

• Collect data from customers as the virtual interaction progresses

• Target information in consistent manner on 24x7 basis

• Self Service: enables customers to get their own answers through web-enablement, knowledge base & FAQs.

The Infovistas' Integrated Contact Center synchronizes all customer contacts for a single view of the customer. It also enhances customer satisfaction by giving customers a choice of contact methods, from well-trained human touch to sophisticated high technology, without sacrificing service.

Infovista Contact Center uses the following Hardware and Software products:-
 Hardware

• Nortel Passport 4480 A multi Service Edge Switch with base system software.This transports enterprise LAN, Legacy Data,Telephony & Video traffic.

• Nortel Meridian161C Communication system with system Software"Release 25'.This provides voice features, data connectivity, LAN communication, CTI, ACD, etc.

• IBM/DELL workstations
• CISCO/AT&T LAN products
• IBM Data Storage products

Software

• CRM Solutions
  Infovista Contact Center solution is powered by Encompass from Cincom. This is a robust Contact center
  solution with inbuilt state of the art functionality.

• PowerGuide™ helps to standardize the selling approach through scripting and branching functionality.

• Workflow Framework™ helps to distribute information quickly throughout your organization to initiate the order fulfillment process.

• OpenWeb™ provides integration between your Web page and the Contact center.

• IVR™ provides integration between the IVR and the agent desktop application.

• Telesales/Teleservice™ allows agents to view both product and service information online and predefined product/service cross-sell and up-sell opportunities.

• Customer Sales Product Configuration gives you a knowledge-based engine to capture information about
  customer buying habits and product needs to more intelligently cross-sell and up-sell additional
  products and services.

• Campaign Plus™ helps Contact center administrators to build and manage targeted outbound calling lists.

• Predictive™ promotes high customer contact penetration by screening out busy signals, no answers, and answering machines.

• Customer Retention Document Correspondence and Archiving enables your Contact centers to create personalized
  correspondence, scan, archive, and retrieve important customer documents and correspondence.

• Document annotation and modification enables agents to note changes on documents. Access to customer documents helps your Contact center agents to better understand your customers and promote customer retention.

• Integration Infovista Contact Center can integrate with back office applications and provides the following functionality:

  • Manage session login & logoff
  • Execute and manage transactions
  • Read & write information to back office application screens
  • Request information from predefined fields
  • Manipulate keystrokes remotely
  • Monitor the user's current session