NICC contact center platform

NICC Contact Center Platform

The NICC new-generation contact center solution integrates multiple new technologies and features, providing enterprises with comprehensive customer service and intelligent management capabilities.

Product Overview

As a new-generation call center solution, the NICC contact center platform of Houmong Information integrates multiple new technologies and features, providing enterprises with comprehensive customer service and management capabilities.

Based on the SIP softswitch system, NICC has developed services such as call centers, voice conferences, voice scheduling, and IPT. It provides a fully functional integrated one-stop agent workstation that is convenient and easy to use and quick to get started. Agents can communicate with customers in different ways anytime and anywhere to improve work efficiency. It supports one-stop access of multiple service channels such as telephone, webpage, APP, and WeChat, allowing customers to communicate with enterprises in different ways and providing a more convenient service experience. It helps customers improve operational efficiency and achieve digital transformation of customer service.

Product Architecture

Functional Modules

Core softswitch service

Based on the SIP softswitch system, businesses such as call centers, voice conferences, voice scheduling, and IPT have been developed.

IVR service

Playback, number collection, message recording, call transfer, manual-automatic mutual transfer, associated data transfer, customer level configuration, external interface invocation, TTS docking, ASR docking.

Rich text access

Provide text conversation capability. Queue and route together with voice uniformly. Support intelligent routing.

Call detail record service

After the call ends, collect call detail record data such as incoming and outgoing call records in real time and write them into the database.

Queuing routing service

Queuing service. Transfer on queue timeout. Transfer when all agents are busy. Transfer on queue overflow. Transfer when no one is on duty. Customer priority service. Hierarchical service.

Configuration service

Configure VDN, skill queues, agent numbers, extensions, access codes, SIP trunks, and routing rules.

Connection function service

Agent status control, internal call, outgoing call, incoming call, release, call transfer, internal help request, hold, mute, announcement note, associated data.

Platform monitoring

Traffic monitoring, VDN monitoring, skill queue monitoring, IVR monitoring, agent monitoring. At the same time, it provides server monitoring, process monitoring, CTI component monitoring, etc.

Typical business

Voice service

Agent connection function

Answer, hang up. Outgoing call, hold, mute. Second dialing, recording. Mark as busy, mark as available, working status, rest. Internal help request, three-party conversation. Call transfer.

Initiative service

Initiative outbound call

Manual outgoing call. Automatic outgoing call. Voice notification. Voice notification

IVR service

Manual-automatic mutual transfer

IVR routing to manual. Set customer level. Obtain associated data. Manual transfer to IVR. TTS, ASR.

Conference control

Conference control business

Establish a conference, join/exit the conference room, invite to join the conference, kick out conference members, end the conference, lock the conference, seize the right, release the right, mute, silence, hold, record, play back, set conference participant levels, etc.

Flexible and extensible.

Each module is loosely coupled for convenient maintenance, upgrade and expansion. Each module can be independently horizontally expanded according to pressure conditions.
One system can be used by multiple tenants simultaneously, helping customers manage various workplaces uniformly and reducing maintenance difficulty.
Each tenant has multiple system access codes, and each access code can be configured to different devices.
The system can flexibly configure and deploy access channels and can be adjusted at any time according to customer needs.
Each tenant can customize its own IVR process to build a personalized automatic voice interaction system.
Provide easily integrated APIs to quickly meet customer business needs and achieve unified system management.

Convenient maintainability

Web-based visual configuration and maintenance.

Provide web-based management tools and support remote management and configuration.
Provide monitoring and alarming capabilities, and automatically push alarm data to customers.
Record detailed system logs so that engineers can analyze and solve problems faster.
Provide an easy-to-use interface and detailed operation documents.
Professional data migration, backup and recovery operations.