The latest cloud-based contact centre solutions effortlessly work with, report on, and integrate with other 3rd party environments to support highly effective, personalised customer interactions. This is made possible through a range of out-of-the-box integrated solutions that sit inside the core contact centre platform, as well as bespoke integrations. Clever integration and high levels of customisation combine to support a feature-rich, multi-channel contact centre environment through seamless integration and seamless customer service.
Better experience for the customer – integration with CRM systems offers powerful features such as skill-based routing, call blending, call-back and increased agent productivity to drive customer satisfaction through improved efficiency.
Personalized experience for the customer – easy access to critical customer data and contact history allows a more personalised response, greater customer satisfaction and agent retention.
More efficient agent handling – features such as Click-to-Call enable agents to launch outbound calls directly from CRM systems such as Salesforce reducing time spent checking numbers and preventing dialling errors.
Reduced average handling time – an integrated clear view of customer interactions aids decision making and allows proactive response to reduce average handling times.
Better management – for example, by linking solutions to a Workforce Management (WFM) system, managers can quickly allocate the right employees, with the right skill sets at the right time. Overstaffing is reduced and overtime is minimised.
Secure payment handling – integrated payment IVRs ensure that customer payment details are handled securely.
Customer satisfaction – opt-in customer satisfaction surveys give insights into quality of service, customer engagement and process improvement options.