Handle communications across multiple channels on just one platform, whether that is via the web, phone, email, chat, or even social media networks.
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.
Office 365 integration for anywhere working.
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.
Personality metrics are used to achieve the perfect pairing between individual agents and customers.
Outbound volume is regulated based on current inbound traffic, automatically switching agents between inbound channels and outbound tasks.
Agents can view full customer interaction histories which can be combined with existing CRM or database information in one interface.
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.
Call recording data is automatically stored and organised so that it can be effortlessly retrieved for compliance, training and quality assurance purposes.
The agent dashboard displays key real-time statistics, such as the number of queued calls, average wait times and team-orientated status information.
Contact Expert delivers one of the most insightful and customisable business intelligence reporting solutions available to contact centres today.
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.
Tiered discount structure with attractive margins.
Sales and pre-sales assistance.
Joint marketing funding.
Marketing support including leads from inbound marketing activity.
Technical, pre-sales and sales training.
Lab and demonstration systems.