A Simple and Robust Multichannel Contact Center for IP Office
Customer expectations have risen dramatically, requiring companies to develop a far broader set of capabilities for their customer interactions. To be successful today, small and midsize businesses must be capable of responding swiftly, efficiently and accurately to their customers no matter which channel of interaction - or combination of channels - customers choose.
Voice and self-service solutions - allows customers to serve themselves, leading to more satisfied customers and a marked decrease in employee workloads
Enhanced outbound campaigns - enables multichannel outbound voice and e-mail campaigns, helping make employees more productive and providing more opportunities for revenue generation
Telemarketing - allows the contact center to conduct targeted telephone campaigns, helping increase trend research, customer acquisition and sales
Online monitoring - delivers real-time information, which provides insight into business operations and enables immediate adjustment when needed to maximize availability
Skills-based routing - routes all customer inquiries to the employee who is best qualified to handle them, based on media type, expertise, and past experience with a particular customer or situation