The product

Unified communication platform

The complete, effective, and affordable unified communication solution.

Entirely based on a web platform, it consists of specialized modules such as Chat, Video Communication, Fax, advanced statistics powered by a Big Data engine, and a central verification and control system that allows real-time configurations and analysis through a simple web browser in an absolutely secure manner.

 

Stability and support

NYou will no longer have to worry about continuity, efficiency, and updates. Open Communication is the result of years of use, even in emergency/urgent contexts.

Open Communication is fully supported, with assistance provided by the same team of specialists who handled its design and development.

Open Communication it is a highly reliable integrated communication infrastructure.
At the heart of the system is a powerful telephone exchange, efficient, scalable, and secure!

Integration with third-party systems such as CRM, CMS, ERP, DB… is extremely fast thanks to the use of specially designed Web Services.

Ideal for both Call Centers and small or large businesses.

Open Communication it is provided on highly reliable servers and storage or in appropriately redundant cloud environments.

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What does Open Communication allow you to do?

Centralized control

From a single web interface, you will have control over the entire unified communication system.
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The centralized platform, entirely web-based, offers numerous advantages.

Efficiency in management: thanks to a single web interface, it is possible to control and configure the entire unified communication system. This greatly simplifies management and reduces learning and handling time.

Reliability: centralized management allows immediate control of all metrics, ensuring optimal usage.

Flexibility: With a single interface, it is possible to easily adapt the system to ever-changing operational needs. Features, services, and configurations can be added or removed with utmost simplicity.

Security: centralized management allows for the implementation of consistent authentication and security policies across the entire system, ensuring the protection of data and communications.

 

Advanced spy

A powerful tool for monitoring and supporting your operators.
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Open Communication offers a multifunctional tool that allows supervisors three modes of use.

  • Anonymous: the supervisor listens to the conversation between the operator and the customer without being heard.
  • Help: the supervisor listens to the conversation between the operator and the customer and is only heard by the operator.
  • Three-way conversation: the supervisor actively joins the call.

Chat, cobrowsing and videocall

Offer your customers an additional channel to contact you easily and free of charge.

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Open Communication provides an instant messaging system that can be integrated into external websites to offer real-time support to your customers.

It is compatible with major browsers and requires no installation. During a chat conversation, the operator has the option to request the establishment of a session with the customer: audio, video, or co-browsing..

The video call allows you to provide assistance, instilling confidence and tangibility, making the online relationship between the company and its customers unique.

Customizable panels

Create monitoring panels with the data most important to you with just a few simple clicks.

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The system allows you to create customizable monitoring panels, which enable you to view important information on a single screen. These panels consist of pages that can be customized by the administrator through the addition of widgets.

The administrator can select the widgets they wish to add to the page and then position and resize them as desired. This way, they can create a customized monitoring panel that meets their specific needs. The panels can be displayed, for example, on the control screens of a contact center.

Messenger aziendale

Stay in touch with your colleagues also through a complete, private, and secure messenger.

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Through the Messenger, you can exchange messages with other users whether they are online or offline.

UA notification system allows you to determine if the message has been delivered to the server, received by the recipient, or read. Every text conversation is saved on the server and becomes available upon reconnection.

It is also possible to conduct group chats, video communications, and video conferences among group members.

Real-time data

Every piece of information, data, metric, or status is always updated in real time.

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Open Communication is a unified communication solution that allows you to always keep track of the status of all operators, channels, calls, chats, and other information, all in real time. Thanks to the timely availability of this data, any potential errors arising from inconsistencies in information are eliminated, enabling you to promptly respond to sudden workloads.

Call recording

Automatically or on-demand save calls and keep them secure on encrypted storage.

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The system can automatically record incoming and outgoing calls, or it allows the operator to record a call on demand or a portion of it.

The recordings can be saved within the dedicated Open Communication infrastructure or on a storage specified by you. The recordings are only accessible to supervisors and administrators through authenticated, secure, and tracked channels.

Progressive calls

Plan your call campaigns, set the parameters, and let Open Communication handle the rest.

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Open Communication allows you to efficiently manage outbound calls to customers. This approach helps optimize operator time and maximize the overall productivity of contact centers.

What does Open Communication do for you?

Automatic call dialing: The system makes a series of outbound calls to customers following the rules set in the progressive campaign. The goal is to ensure a continuous flow of calls for the operators, so they don’t have to wait for a call to be answered.

Call routing: once a call is answered, the system routes it to an available operator or to an automatic call management system, such as a dynamic IVR.

Call management: Once an operator completes a call, the system automatically assigns them a new outbound call. This assignment process continues until there are no more calls to handle or until the operator is no longer available. The goal is to reduce the average handling time and increase the first-call resolution rate.

The routing algorithms have been designed to eliminate the risk of encountering silent calls.

Advanced statistics

Everything is saved on a Big Data engine, so you will have more efficient and faster reports and data extractions.

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Your phone system tells you everything about a call: time spent in IVR, in queue, and in conversation…

What if it also told you everything about your operators?

How much time in post-call for each queue/service, how much time to complete each type of back-office task, how much time in training, shadowing, or meetings. Open Communication is capable of illustrating, through its statistical system on a Big Data engine Big Data, the time spent by each operator on each specific activity and the overall man-hours for each Client.

You will truly know how much each service engages you, how efficient each operator is in every single activity, thus allowing you to optimize the use of individual resources in the best possible way!

CRM Integration

Open Communication integrates with all major CRMs on the market.

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Open Communication exposes Web Services for interfacing with external applications and databases.

Integration, through the exposure of Web Services, ensures the ability to perform your work more efficiently and productively thanks to direct access to centralized and always up-to-date information.

For example, an employee receiving a call from a customer can immediately view the customer’s information and/or relevant regulations or information pertaining to that specific case, reducing operational times and ensuring customer satisfaction.

Open Communicationis already integrable with Salesforce and Microsoft Dynamics.

PABX

We use Asterisk LTS as the base of the PBX engine. Thanks to its reliability and scalability, it is capable of meeting your telephony needs.

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The main features of the PBX are:

 

  • Interfacing with any type of line: ISDN, primary, and VoIP.
  • Unlimited phone lines, user profiles, and extensions, thanks to the full scalability of the product.
  • Each operator can be assigned to multiple devices and specific functions.
  • Advanced management for controlling outbound calls: authorization PINs, PINless users, time filters, group and prefix management.
  • Management of queues and operators.
  • Voicemail with delivery notification and historical storage of messages or sending the message to an email inbox.
  • Customer wait management: announcement of queue position with configurable frequency and estimated wait time, periodic announcements with active IVR, queue time limit, operator ring time limit, sending an audio announcement to the operator with notification of the caller’s wait time.
  • Pass-through selection support.
  • Ring groups even with extensions belonging to remote locations.
  • Management of call times and behaviors: Day-Night, Time Condition.
  • Call distribution policies (ACD): simultaneous ring, fewest calls in the queue, fewest completed calls in the queue, random, weighted random, Round Robin with memory, linear.
  • Call handling on forwarding failure, busy group, and unreachable group.
  • Call handling on maximum ring duration.
  • Blacklist for blocking unwanted calls.
  • Customizable IVR

We created Open Communication using the most modern technologies

Web-based, multi-device,
and ready to use

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