Our expertise is focussed at communications solutions in contact centre environments.

Developments within this area are mind-boggling. Contact centres are facilities where probably every known aspect of communication pops up. Many of these facilities have to be accessible from the same spot: the agent or supervisor desktop. Innovations in every single area need to be carefully introduced to ensure that new capabilities are incorporated without undoing existing features and great care has to be given to change management to avoid any service disruptions. Also, the sheer variety of solutions and vendors are adding to the complexity mix. We have our track records in solutions based on Genesys, Cisco, with Empirix for testing and monitoring capabilities of contact centre applications and with VoicInt for their agent monitoring and desktop capabilities.

Ciphony has expertise in designing, building and managing (international) contact centre solutions for companies, both managed and hosted. We have the skills to analyse, develop and manage various aspects in the contact centre arena, such as the technology, the processes and the organisation. We have experience in multi-tenanted solutions within service provider networks as well as customer premises implementations.

Incorporating concepts and technologies such s SIP, Intelligent Networks, Telecommunications Networks, Software as a Service, Security, Call and Contact Recording, Text to Speech, Voice Recognition, are part of our domain and experience.