Multi-Channel Contact Centre Solutions

Key Features

• Email - Contact Centre Suite includes inbound and outbound email capabilities that are integrated into typical contact centre activities.
• Email response to inbound emails - Inbound emails are handled in a similar manner to other inbound voice calls. The solution queues, routes, tracks, and reports all emails. Email messages are routed to assigned email agent groups for response. Agents and managers can start handling email in the contact centre without any specialized training or learning curve.
• Email agent proactive outbound - Agents can also send emails from their workstation during an interaction. For example, they can send product and customer information quickly and easily so it can be discussed during the call, if needed.
• Web call back - Allows Internet users to quickly receive a call back from a live agent.
• FAX - Provides agents with the ability to FAX from their desktop to the client during the interaction for product follow-up, programme information, and so on.
• Text-based SMS messaging - Mobile communications continue to expand worldwide and increasingly the contact centre is the hub of this activity. SMS text messaging provides agents with the option to send price quotes, specifications or short informational messages during or as a follow-up to the interaction.

Achievable Benefits

• Improved customer care - Offers multiple and often more efficient contact methods.
• Enhanced follow-up service - Customers can select the best method to obtain or receive information including fax, email, text message, call back.
• Reduced response time - Reduce lengthy response times for email.
• Reduced costs - Facilitating lower cost communication channels such as text or email.
• An efficient management environment - Contacts can be centrally queued, routed, logged and monitored.