contact centre solutions
In today’s competitive business environment, we are striving to
continuously evolve with market demands. Business Contact Centre
Solutions has been designed to provide your company with the
efficient, intelligent and reliable means to give your customers
choice and excellent service. It is a feature rich service that
enables you to rapidly deploy contact centre infrastructure support
for your service initiatives. Providing a one stop shop, business
Contact Centre Solutions is the answer for companies who want to
improve their management of inbound calls and for multi-site
contact centres that require sophisticated inter-working.
Description of the service
business Contact Centre Solutions is IP-based, providing you
with all the convergence benefits associated with voice and data
networks in a single common infrastructure, as well as reducing
maintenance costs. As it is a hosted service, you need not purchase
or manage on-site equipment and infrastructure; we will take care
of it all for you on our network.
Features and benefits
- give your customers the best service possible: allows you to
set up sophisticated call distribution rules to manage your
business scenarios and ensure that the calls of your customers are
directed to an appropriately skilled agent
- increase customer satisfaction: allows you to identify agent
status across all your sites and ensures call flow is evenly
distributed so that your customer calls are answered at the
earliest possible time
- sophisticated call distribution: our Interactive Voice Response
(IVR) application provides your contact centre with automated front
end call management. It allows self-service for your callers by
identifying and understanding their requirements at the network
level and then distributing the call according to the predefined
criteria through touch-tone
- full functionality and flexibility: enables you to create a
virtual teaming environment between agents and supervisors. As a
supervisor, you can monitor real time contact centre status, listen
to live conversations and provide coaching verbally or via text to
single or multiple agents. As an agent, you have access to call
control features, call information and skill group statistics
- cost effective: with our solution, you sign up only for the
services and the number of agents you need. As your business needs
change, you can add agents, supervisors and functionality with
ease. This allows you to respond to seasonality changes and
business volume fluctuations without costly investments
- security and resilience: business Contact Centre Solutions
offers you security and resilience. Automatic or customer
controlled network re-routing can also be designed for disaster
recovery sites thus ensuring business continuity in the event of a
contact centre having to evacuate In addition, our IP platform is
reliable and designed to be resilient, so that the failure of any
single element does not have an impact on overall performance
- support services: our customer service and network management
centres operate around the clock to provide expert back-up and
technical support in the event of any service faults, problems or
changes. You can be assured that in the unlikely event of an
interruption, we aim to restore service as soon as possible. A
dedicated team working in our customer care centre is available
around the clock to support and manage the du network. They are
experts in problem diagnostics and correction, and fully understand
and appreciate your call diversion plans
- expert help available: through our professional services, you
can also consult our experts on how to set up or customise your
specific contact centre to best meet your business needs, train
your staff and implement or change your contact centre
configuration
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