EastWind Contact Center is a platform to roll out contact centers.

It is a single solution comprising the functionalities such as ACD (Active Call Distribution), IVR (Interactive Voice Response) and Outbound Capability, which allows the system to be flexibly adjusted for solving 3 types of tasks:
1) Automatic call processing by means of IVR;
2) Agent-assisted call handling;
3) Ring-round campaigns with or without agents involved.

The implementation of the system will allow an operator to ensure fast and high-quality processing of multiple calls, while helping reduce the workload associated with routine customer-care operations. E.g., the IVR functionality provides a definitive toolbox to organize full-automatic customer services related to balance inquiries, rate plan change, top-up card activation, etc. The flexible IVR menu settings will allow subscribers to switch to an agent at any moment to address more subtle problems. In turn, an agent can at any moment transfer the call to any submenu in the IVR tree and let the subscriber continue in the self-service mode. The embedded ring-round functionality allows an operator to organize ring-round campaigns which can be fully automatic (e.g., informing subscribers on low or negative balance) or automated agent-assisted (e.g. marketing surveys).

When used along with the EastWind Billing System automated billing system, EastWind Contact Center provides an operator with a comprehensive toolkit of integrated customer care information services such as voice menu integration, or call center agents being able to access subscriber card from their workstations. At the same time, EastWind Contact Center provides flexible integration mechanisms, allowing data exchange with any other information systems of the operator, e.g. with third-party billing systems.

Based at the EastWind Contact Center solution, an operator can roll out a call center with 15 to 500 agent workstations, or an IVR system with a capacity of 30 to 1 000 concurrent calls. The flexible connectivity options allow the system to be used in any existing mobile and fixed networks with SS7 signaling, as well as in corporate networks utilizing Euro-ISDN signaling. The system supports operation in the modern telephone networks using VoIP technologies with SIP signaling.