Contact Expert

Delivering exceptional customer service

Contact Expert - Full features

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Multichannel Interaction

Handle communications across multiple channels on just one platform, whether that is via the web, phone, email, chat, or even social media networks.

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Unified Agent Desktop & Soft-Phone

With a softphone for call control and a screen-pop to deliver customer interaction histories for every channel, your agents will always have access to up-to-the-minute information.

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Enables Anywhere Working

Office 365 integration for anywhere working.

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Powerful Automatic Contact Distribution (ACD) & High-Performance Predictive Dialling

Inbound and outbound customer interactions are automatically routed to the agent with the most appropriate skill set, experience or who spoke to them most recently. Agent workload is also taken into account to make sure that contacts are always distributed evenly.

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Advanced Customer/Agent Matching Plug-In

Personality metrics are used to achieve the perfect pairing between individual agents and customers.

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Integrated Multichannel Blending

Outbound volume is regulated based on current inbound traffic, automatically switching agents between inbound channels and outbound tasks.

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In-Platform Customer Interaction Histories

Agents can view full customer interaction histories which can be combined with existing CRM or database information in one interface.

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Callback Functionality

Don't leave customers waiting on the line to speak to your agents. Immediate or scheduled call back can be requested while in-queue, via the web, mobile app or SMS.

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Call Recording

Call recording data is automatically stored and organised so that it can be effortlessly retrieved for compliance, training and quality assurance purposes.

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Agent Dashboard

The agent dashboard displays key real-time statistics, such as the number of queued calls, average wait times and team-orientated status information.

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Supervisor Control & Admin Features

Contact Expert delivers one of the most insightful and customisable business intelligence reporting solutions available to contact centres today.

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Agent Scripting

Leading-edge graphical scripting tool that requires no programming skills makes it easy for supervisors to define the data, words and pictures that will guide agents during customer interactions, across all media types.

Partner Program Benefits

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Tiered discount structure with attractive margins.

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Sales and pre-sales assistance.

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Joint marketing funding.

Marketing support including leads from inbound marketing activity.

Technical, pre-sales and sales training.

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Lab and demonstration systems.

Visit the Geomant Academy

In the academy are a wealth of Contact Expert resources.