Forward is a contact center solution designed to improve business performance from two perspectives: customer experience and company productivity. It includes communications applications like IVR, routing, and chat as well as business applications like CRM, recording, workflows and scheduling. It is a modular and scalable solution that can be implemented on its own or integrated with existing systems. Professional services for implementation, customization, training and support are also offered to ensure projects meet goals.

1. Empowering Your Business

3. Company Customers Generate satisfaction and loyalty In-depth knowledge Provide them with an unforgettable experience Increase the quantity and P roductivity of interactions Generate innovations and/or make information-based corrections Obtain business information Evaluate the performance of the different sectors of the company Maximize business

8. Communications Applications Forward Smart Integral Solution for Multimedia Contact Routing or can be added to the current telephone central Completely modular, scalable, and configurable Forward IVR Forward IVR is both an Integral IVR as well as a tool that allows its integration with existing IVRs Voice Forward Smart Router can route calls automatically or manually. One of the most important features is Skill Based Routing, where each contact is assigned to the best resource available according to its capabilities Mail Forward Smart Router has the ability to route mails based on words or preconfigured chains of words with the address searched. For instance, all the e-mails that mention "maintenance” can be routed to the Maintenance Supervisor. Fax It has the ability to manage faxes and allows inbound and outbound campaigns automatically. The information is extracted from faxes, sent to a DB and automatically sent to recipients Chat Among the features, Forward Smart Router has a Chat Module that allows for internal communications as well as with customers. Among other things, it allows to broadcast messages to the agents without interrupting their ongoing calls

9. Business Applications Forward Touch Integral business solution for a Contact Center that allows for its best performance and functioning CC CRM Through this application one can address incoming calls and manage outgoing campaigns. FORWARD Touch shows each call with the information needed to meet the customer in a personalized manner and improve their experience Recorder &QM This feature allows one to record conversations in a selective manner to generate records. With the general philosophy of FORWARD, the recordings can be associated with the business indicators Campaign Manager High-level module that allows optimization of outgoing contacts in a Call / Contact Center inside a multi-operating environment and the simultaneous execution of multiple campaigns. It also enables non-expert operatives to configure it Workflow Allows you to define workflows for each business process that a company has. Through a graphical tool, a supervisor can define the stages of a task during the workflow and the actions needed Schedulling It can manage schedules and the allocation of appointments and tasks, and can be used in a variety of applications. It consists of a set of different agendas, so one can organize appointments on a more general level Application Conector FORWARD can be used as a front-end application for the Call / Contact center agents. In some cases it may be necessary to integrate systems that are being run by the customer, for example: ERP

10. Servicios Profesionales SSPP The success of any Call /Contact Center project and the achievement of the planned ROI is closely tied to the quality of SSPP applied at all stages of the process Design & Implem. The study of the needs of particular businesses with the proper selection and planning stages are vital to obtain the expected results. For full implementation we provide all our know-how in project management to ensure compliance with the planned design Devolopment & Integration We have vast experience in the integration of communications with business applications and companies’ processes. We also work with multiple manufacturers, technologies and suppliers Consultancy A Call / Contact Center platform, like any technology, is a powerful tool. Its proper use is essential to achieve the planned impact. Customized high-quality operational training programs are given at our Human Resources Center and give our experts the tools and knowledge to use this technology. Knowledge Transfer Support Services and Help Desk, Corrective, Preventive and Proactive Maintenance ensure the highest levels of availability and appropriate use for the future of the center Support & Maintenance The operation of a Call / Contact Center with appropriate, quantitative and qualitative SLA, demands selection and management abilities from human resources, as well as measurements and management expertise. Our Consulting Unit in Contact Centers advises and works together with your company in terms of technological and operational capabilities

15. Solution Architectures

16. Stand Alone Solution Architecture

17. Multiplatform Architecture

18. Native Integration Architecture

19. New in FORWARD 4.0

27. Sample Screens

44. Basic Hardware and Software All In One Box Solution

46. Forward Business References

47. Uruguay Forward Front End References

48. Chile Mexico Forward Front End References

49. Dominican Republic Other countries Forward Front End References