Products
Our experience and best practices at your service
Sistemas Digitales, through its experience with the implementation of different Contact Centers over several years, has set best practices and standards for a wide range of products offered, with a renewed focus on enhancing Contact Centers productivity and efficiency.
The following is a brief description of the products that Sistemas Digitales provides to achieve the effectiveness that your Contact Center demands:
- Alerting System: Alerting and escalation of deviations from service levels and other Contact Center performance indicators.
- Customized Reports: Reports tailored to the needs of your business.
- IP Phones Statistics: Contact Center statistics of telephones assigned to operators and management staff.
- IVR Navigation Reports: Learn which IVR options are used more often and which options are the least used.
Alerting System
Call Center technology allows you to maintain high productivity and efficiency levels. However, when unexpected events occur, service and operation may be affected and immediate actions should be taken to restore operation stability.
To that end, Sistemas Digitales has developed an application that helps you monitor key performance indicators for Contact Center campaigns, so that when one of those indicators exceeds the limit previously set, an alert is sent by email, and optionally through other means (SMS), to the person responsible of operation to give him/her the opportunity to take corrective actions.
The system also allows you escalate problems to upper management when time is running out and the problem has not been solved. The system comes preconfigured but can be adapted to your specific Contact Center needs.
Customized Reports
For management it is essential to have information tools and reports that help you know how well the Contact Center is operating and what actions should be considered for improving management. Management and control systems usually include reporting tools but in most cases these tools do not meet all management information needs.
Based on our experience over years with different Contact Centers, Sistemas Digitales has compiled a series of reports that integrate key contact center operation indicators and allow the administrator to know the most relevant information through consolidated reports.
The system is offered as a tool with preconfigured reports according to international best practices, but they can be easily customized and adapted to your Contact Center requirements.
IP Phones Statistics
The flow of information within a Contact Center is quite important because unexpected events in real time operation are sometimes difficult to address and take effective actions.
We know that the moment of truth is when an agent is engaged on a call or interacting with a customer. However, agents do not always have online information on how Contact Center is operating, if goals are being met or not, if abandoned calls are too high or if there is actually a moment of relative calm because flow of calls has almost stopped.
Sistemas Digitales is aware of this situation and has developed a suite of applications that provide different statistics through IP phones, so that agents can have real-time information on how the operation is working and know, according to Contact Center Policies, what to do or how to respond to any changing situation.
This suite of applications is available as a preconfigured software but Sistemas Digitales will provide support at the time of its implementation to customize the application to meet your Contact Center requirements.
IVR Navigation Reports
Faced with the increasing volume of Contact Center calls, the answer is an automatic customer service based on an IVR system (Interactive Voice Response). However, in many cases the applications that are are implemented do not fully meet the essential requirements of users and in other cases applications are simply too complicated and customers are discouraged from using the system.
Sistemas Digitales has developed an IVR navigation reports system that allows Contact Centers managers to learn more about important aspects on the use and navigation of IVR options. Managers can then eliminate options that are rarely used or, if appropriate, improve these options to encourage customers to use them. On the other hand, it also allows you to make improvements to most frequently used options and features.
The system comes as a preconfigured tool but it easily adapts to the needs of each Contact Center through some adjustments to IVR programming to produce the information required by this application.