Improve customer experience and contact center agent efficiency by adding powerful, affordable, multichannel functionality for voice, email, web chat, SMS, and fax to your contact center. Turn a cost center into a profit center by using agent downtime to automatically initiate outbound upsell calling campaigns. Whether you choose a cloud or on-premise model, we offer complete contact center solutions that grow with you.
Salient Features and Characteristics:
- All-in-one customer service solution that delivers consistent service to customers across multiple media channels and locations.
- Powerful, comprehensive Contact Center solution to enable superior service, optimum agent productivity, and consistency with high performance to drive revenues for business and superior value for customers.
- Microsoft Windows-based solution with common administration tools for all components.
- Fast implementation with minimum disruption to the business.
- Flexible, common administration and management.
- Inbound and outbound voice calls with telephony and dialler capabilities.
- Improve customer interaction with voice (inbound and outbound), email, web chat, SMS and Fax support Start with voice, and add multimedia channels without hardware.
- Faster call resolution - skills based routing routes callers to the most able agent
- Address book access so agents can quickly find the contact information they need to make calls and send emails.
- Real time and historical reporting for all media channels.
- Interactive Voice Response (IVR) and Task Flow Editor scripts.
- Improved training and conflict resolution: Call recording provided for every agent
- User profile and agent group privilege configuration to determine which features are available to users of the interface.
- Agents: Make and receive telephone calls. If configured, agents can also communicate using email and instant messaging chats.
- Supervisors: Monitor the activities agents perform on the IP Office Contact Center interface. Supervisors can also create, view, and edit reports, real-time information in the interface, and call statistics.
- Administrators: Perform system administration, such as configuring email and chat services Administrators can also create and edit topics, objects, call flows, and scripts.
- Very attractive price point to deliver best value solution in the industry
- Simple & Easy installation: up and running in as little as a few hours