Geomant Announces New Release of Contact Expert
Geomant today announced the latest release of its market-leading solution, Contact Expert: the multichannel contact centre for Microsoft Skype for Business.
Natively integrated with Microsoft’s UC platform, Contact Expert extends Skype for Business into the contact centre for seamless multichannel customer communication. Building upon Contact Expert’s already impressive list of features, this newest release includes multitenant architecture with data separation, and an advanced customer/agent matching plug-in to make it easy for businesses to take advantage of the latest contact centre technologies.
With full multitenancy built in, CE boasts flexibility and granular control for organizations to align with the needs of their customers, while defining the service and service levels that best meet the needs of their business. The solution can be deployed on-premise or as a cloud-based, software-as-a-service solution, using Contact Expert’s new multitenant capabilities. Servicing one or multiple distinct business units within the same organization, CE can be cost-effectively deployed for as few as 5 users – while offering full contact centre functionality and scalability for hundreds. And as the system can be distributed in multiple locations, it can continue to operate and recover quickly in the event of disruption.
Advanced Customer/Agent Matching
Using simple plug-in technology, CE extends beyond its impressive ACD capabilities to integrate seamlessly with any external system. This makes it easy for organizations to take advantage of the latest, groundbreaking contact centre technologies such as Mediated Interaction Matching (MIM), which uses profile matching between customer and advisor in place of more traditional ACD routing.
CE enables MIM to be introduced through any service provider and, notably, is effective for both inbound and outbound calls.
The newest cloud service plug-in to CE is Afiniti, which uses big data analytics and artificial intelligence to optimize the pairing of agents with customers, based on predicted interpersonal behaviour. Boasting an average increase in client revenues of over 4%, Afiniti has been shown to positively impact telesales conversion rates, customer retention rates, and cross- and up-sell opportunities.
Geomant’s CEO, David Lafone-Ward commented, ‘The enhanced functionality in Contact Expert benefits organizations with even more choice and flexibility, and demonstrates Geomant’s continued commitment to provide its customers with the very best Unified Communications solutions on the market today.’