Contact centres are where relationships are built, strengthened or destroyed in seconds. More and more businesses today understand how critical it is to keep the contact centre at the very heart of your customer experience. We believe in bringing you the best in technology and have partnered with the industry leader in contact centre management to transform your business with modern contact center technology and bring together all the critical pieces that underpin remarkable customer engagements.
The solution offers you an integrated tool that covers interaction management, workforce optimization and back - office optimization. This facilitates your team to have rewarding conversations with your customers across all channels and take immediate, meaningful actions.
The focus is on maximising agent engagement. That means being able to fully understand customer needs and continually tailor your service experience to fit – today and tomorrow. Whether they contact you by phone, email, text or social, customers should quickly reach an agent who has the skills to provide meaningful help. It is all about gathering intelligence from customer interactions across all channels and use it to guide workforce planning, scheduling, management, recording, surveying, coaching, eLearning and analytics. This assures you’ll have the right number of agents, with the right training, in the right places, at the right times.
The big industry buzz is now on the growing need to address interactions on social media platforms. We can enable you to ensure that your customers receive consistent, informed responses to questions posed in the social space. You will also have the ability to push content and measure the effectiveness of the shared information. The intelligent social media software also helps with filtering to spot the posts that matter most.
We understand that great customer service is more than a helpful phone call, chat or Tweet. You need to be able to actually deliver on the promises your agents make – quickly, consistently and completely. This means strong back office software is a critical part of your customer service experience. We cater to this with back office solutions that create better synergies and higher utilization rates across all operational resources while improving all - around productivity. Using this efficient tool you can automate, optimize and modify your task allocation in real time based on demand, service level and resource availability. You can also account for work regardless of source - including manual tasks, enforce and monitor quality workflows and observe changes in work state and synthesize all work process activities into a single view. We strive to keep it simple and easy – both for you and your customers.
We have the technology and expertise to help you run processes more efficiently while raising your customer engagement level in the marketplace above what your competitors can offer – and what your customers expect. So, when it comes to dealing with your most important stakeholders, why settle for anything less than the industry’s best.