This NEXUS standard application enables implementation of a Call Center service. Thanks to the structural characteristics of the NEXUS platform, Call Center applications with high performance levels may be distributed throughout the territory. Examples of some of the applications that may be set up are Customer Care services, Problem reporting services, Commercial Services, etc.

The new call center platform maintains the same field proven network access and call distribution architecture that was originally designed for the demanding applications of nation-wide emergency services, where traffic handling capability and system availability are a vital requirement under all operating conditions.

This by no means excludes the use of the same platform also for business applications with similar requirements, such as banking, insurances or transport sector, where in addition to traffic handling the built-in system capability for large message recording, real-time playback and long term archiving can represent a competitive advantage.

The Operator line interface subsystem interconnects the agent workstations directly to the public telephone network, and enables simultaneous management of inbond call taking as well as outbound call dispatching.

The features that the application can deliver are :

	Welcoming the caller with a greeting message
	Guided menu with DTMF or voice interactivity
	Identification of the appropriate pool of agents (by origin of the call, as selected by the user, etc.)
	Offering the call to one or more agents simultaneously (various ACD algorithms are available)
	Local (via NEXUS user connections and a LAN) or remote link to the agents (rerouted to the Public Telephone Network and a wide area network)
	Dialogue with external host systems for information retrieval and transfer
	Presentation to the agents of data screens
	Call transfer among to the agents (of the same group or in different groups)
	Management of a voice mail service, automatically activated if agents are not unavailable or at the request of the to the agents
	Automatic mass call feature for telemarketing services.