Whether it is customer services, help desk, call center or even a full contact center, this area of your business has its own unique set of challenges. We have a range solutions that can be tailored to increase revenue and lower costs, while improving customer experiences. The customer in our view includes the people that make it all happen in your business. By making each activity they undertake easier and smarter, we help you retain your people for longer, and help them deliver a friendlier service to your end customer.

Contact center agents handle the majority of the contacts coming into any business. Customer service, help desk, new business inquiries – regardless of their function, most contact centers struggle to balance customer expectations and demand with the available resources our solutions give you the tools you need to perform this difficult juggling act.

Set new standards for quality of service:

• Apply standard contact handling methods to all media types
• Pre-configure safety nets for emergency or high volume situations
• Deliver to backup agents when thresholds are reached
• Take action based on the real-time status of agents and queues
• Measure performance using standard and customized reporting

Drive down costs:

• A single desktop interface for handling multimedia contacts ensures optimum utilization of agent time
• Simple, intuitive user interface increases agent efficiency
• Skills based routing reduces talk time and transfers between agents
• Blending inbound and outbound calling increases agent utilization
• Self-service options offered via an integrated IVR option reduces the number of agents required

Pump up revenues:

• Direct callers to the most skilled agent available to assist them
• Give high value customers or transactions priority handling
• Cross-sell or up-sell using customized announcements
• Measure campaign success by reporting on Wrapup data
• Run outbound campaigns to generate new business or farm your base
• Capture more calls by offering alternatives to waiting or hanging up

Make it easy for your customers:

• Direct customers to their preferred agent or the last agent they spoke to
• Keep callers informed of their position in the queue
• Give callers the option to be called back without losing their position in the queue
• Reporting on contact types and outcomes allows you to address shortfalls in your products or services