Contact Center is a telephony system with specific features which allows to effectively manage incoming calls. The automatic call distribution algorithm enhances efficacy of operators’ work and reduces the number of lost calls to minimum, while also serving more customers in less time. The system has call recording feature and flexible mechanisms for searching recordings which improves service quality and facilitates dispute resolution. Redirecting incoming calls to operators allows to minimize the response time.
A contact center offers a large package of remote services, using voice, email, web-chat, social media, fax and web-page interface integration for communication with customers.
The latest system features allow to effectively manage call queues, communicate with customers via alternative communication channels to the ones used before (e.g. email to chat) while maintaining all of the information and therefore with no need to enter a customer issue description again. Call forwarding is flexible, while an IVR feature allows to connect a first-time caller to the most competent agent (call center operator). It’s also possible to switch operators in real time, request group service etc.
Video Call Centers
Video Call Center allows you to replace physical meetings with video interactions. Via Video Call Center you can:
- Reduce Cost by Replacing Physical Meetings with Video Interactions;
- Increase First Call Resolution and Net Promoter Score (NPS);
- Win Customers Trust by Humanizing the Contact Center;
- Have greater control on quality of call and improve efficiency with analysis of video recordings;
- Screenshare and co-browse and create video chat tickets.
Partners:
Genesys, Altitude, Ameyo, 24Sessions;