Contact Center Management

The quality of your customer service is dependent on the tools you have to work with. Use Contact Center for world-class customer management so that you can provide the best possible experience for your consumers.

Contact Center's integrated technology provides adaptable IP contact center solutions that help you build second-to-none customer relationship programs. Take advantage of our fully implemented solicitation models ready to interact with your company's architecture to maximize your CRM performance and efficiency.

Contact Center includes integrated call handling, routing, queuing and tracking as well as customized screen displays and real-time member management integration. All customer events including incoming phone number, email and web-related details are captured for 360-degree customer visibility. These features operate flawlessly for inbound, outbound and balance-blended calls, eliminating the need to take calls in and out of queues.

Streamline your CRM by leveraging the power of CTI (Computer Telephony Integration). Through the CCAI integration platform, your other applications can communicate and interact with Contact Center. On day one you'll have screen displays based on call queues and agent skills. From there you can have average call times and resolutions sent automatically to your Workforce Management platform for improved agent performance. Going further, use real-time access to call records to provide a special greeting for frequent callers – or first time callers – or any demographic in between. The sky's the limit!

Contact Center's Integrated Support Systems (ISS) increase calls per minute and decrease minutes per call for more efficient call processing. Agent skills are qualified so that customers are directed to the agents who can best serve them. A monitoring QA interface allows supervisors to view the script that the CSR is reading and also listen to the actual dialog between the CSR and the customer.

Get your campaigns up and running fast, while ensuring they are effective and meet your marketing goals. Contact Center's Script Manager loads your data, tests scripts and then provides a workflow system based on your call center's business logic requirements. With Script Manager, a campaign can be tested before it goes live, agent interaction is streamlined during the campaign, and campaign performance can easily be determined.

The ability to quickly access and review customer history gives your agents an edge in providing effective customer service. Using Contact Center's Customer History Management feature, an agent can rapidly access all previous transactions, from individual sales and item details to call dispositions. Upsell and cross-sell capabilities can be based on customer history intelligence and past information.

Information is key when developing marketing strategies, judging campaign effectiveness and determining employee performance. CCAI's scheduled and on-demand reports measure execution and backend consistency at the center, campaign and product levels, offering scalable, high-level perspectives. Real-time reporting provides a sharp, critical perspective on performance and standards that closely tracks profitability indices, among other variables. The reports are capable of outputting upfront productivity metrics of individual CSR performance related to sales per hour, contacts per hour, conversions, and cancels across all vendors.

• Integrated call handling, routing, queuing and tracking.
• Qualified agent skills and call routing.
• Fully scripted environment.
• On-line intelligent scripting and script testing for agents.
• Scripting based on business logic requirements.
• Complete test environment mirrored to production.
• Real-time monitoring.
• Integrated QA interface tools.
• Web Services-enabled CTI integration.
• Customer can be quickly authenticated and eligibility is kept up-to-date on an ongoing basis.
• Real-time and ongoing reporting at agent, center, campaign and product levels.

Click Here to Download our Contact Center Data Sheet