Tech mahindra
Tech mahindra

Internet Protocol Contact Center

Penetration, flexibility and ease of accessibility for customers are the most essential needs for any business to stay in the competition. Customer Telephony Integration (CTI) or Interactive Voice Response (IVR) infrastructure providing these ways and means to the end customer would be the key for success. Interactions such as email, chat, voice, short message service (SMS), fax, web collaboration, video and speech recognition play a key role to meet these aspirations of organizations.

  • Inbound
  • Outbound
  • Work Force Management (WFM)
  • Interactive Voice Response (IVR)
  • IVR application development
  • Work flow
  • Reporting – historical and real-time
  • Highly Available (HA) solution
  • Customizations on desktop
  • Integration with third party applications such as call recording, Customer Relationship Management (CRM), wallboard and backend systems
  • Architecture audit and assessment
  • Managed services and Business as Usual (BAU) support
  • Hosted contact centers
  • Transformation
  • System design and integration (HA)
  • Deployment and upgrades
  • IVR customization and development
  • Development and customization (SDK) services
  • Software-based Internet Protocol Contact Center (IPCC) solutions with high grade call routing and reporting
  • A consolidated product line that provided all the desired IPCC features
  • Streamline processes to improve customer relationship and cut operational costs
  • Migration from legacy systems to an IPCC platform
  • High-end customization with CRM and other backend systems
  • End of Life (EOL) reached for an existing product
  • Strong knowledge base on IPCC domain with trained and qualified engineers
  • Vast experience in providing small, medium and large size turn-key IPCC solutions
  • Expertise in solution design, deployment of the IPCC solutions platform based on industry best practices
  • Experience in complete integration with BSS or OSS systems to provide for service provisioning, billing and service assurance
  • Leverage lab setup for testing or validating solutions
  • Global presence
  • Tailor made audit and assessments to suit customer requirements
  • Development of adapters to integrate with CRM and back-end systems
  • Cost effective, easy to manage and maintain IPCC solutions
  • Integrated IPCC solutions that allow communication over a unified interface
  • Optimization of agent and contact center performance through better goal alignment and automated coaching tools

White Papers

HetNets Fulfilling Gaps- White Paper

HetNets Fulfilling Gaps- White Paper

LTE E2E Throughput Enhancement and QoS Testing - White Paper

LTE E2E Throughput Enhancement and QoS Testing - White Paper
For further information please write to

For further information please write to