Solutions
Intelligent Call Routing
Call Centers use inteligent routing strategies defined according to business needs and disseminate customer information across the enterprise to generate maximum returns from each customer interaction. In addition, for customers with multiple locations, provides the ability to maximize your resources through the entire communications network by processing calls through all call centers that are available.
This application goes beyond traffic load balancing and provides an optimal mix of service and resources use. It provides powerful capabilities for routing calls based on different conditions such as: callers phone number, dialed digits, ring group, time and date, as well as the changing conditions proper of the call center.
Multi-channel
Conventional Call Centers have evolved into a new concept named Contact Centers, which have more than one single communication channel available for customers, such as e-mail, instant messaging, assisted navigation, phone calls over IP protocol, in addition to conventional phone service.
This multi-channel contact center solution allows companies to unify management of different communication channels by using common workflows, policies, customer information, sales and customer service strategies, plus unified management and reporting tools.
Automatic Attendance
Interactive voice response systems (IVR) allow customers to retrieve information automatically and process transactions directly without the intervention of any call center agent.
The system allows partial or total automatization of certain telephone transactions that would otherwise require a call center agent or operator.
Predictive Dialing
A predictive dialing system allows agents to contact more customers, faster and in a more profitable way, by reducing dead air and increasing the number of succesful contacts with target customers. Agents have the opportunity to contact more target customers per hour, negotiate in a more effective and positive way and dramatically increase productivity levels.
Statistics
No doubt, a very important contributing element of a contact center operation is the monitoring and statistics tool. These systems provide the information and management tools that managers and other executives in charge of the contact center need to monitor and analyze the performance of his/her contact center operation, helping them identify processes where optimization is possible and where immediate actions are needed to obtain the best results.
Using this reporting and management system, managers and supervisors can review real time information and immediately determine the results of changes implemented. Additionally, they can use historical reports to analyze trends, produce performance evaluations and plan new marketing and customer service campaigns.
Call Recording
With the constant growth of contact centers and the demand for new functionalities, call recording technology has positioned itself more and more as a premier tool for contact center management.
Based on contact center needs, different functionalities exist to perform call recording: Total Recording, Quality Monitoring, Recording on Demand, Selective Recording.