SUCCESS STORIES

Technology Company

Sometimes it’s just easier to talk about what Difference has done for a client by listing what was achieved.  So here goes:

1.1. – Telephony

  • Inbound telephony
  • Screenpop of customer record if inbound number matches the number on internal CRM
  • Outbound telephony
  • SIP phone configuration
  • Number presentation
  • Storage of call recordings held for 12 months
  • Queue setup
  • Time of day schedule
  • IVRs implemented

1.2.  – Email Management

  • Implemented inbound email management
  • Implemented outbound email management
  • Email routing
  • Auto-reply setup
  • Auto signature

1.3.  – Management Reporting

  • Historical reporting
  • Reporting to Excel
  • Reporting to dashboards
  • Analytics
  • Wallboards
  • Live monitoring.
  • Scheduling and automatic distribution of reports

1.4. – Agent Reporting

  • Wallboards

1.5.  CRM

  • Implemented a simple VCC/8×8 internal CRM
  • Tag agent calls to customer records
  • Tag cases to customer records
  • Task management for agents

1.6 – Services

  • Configuration training
  • Second line support
  • Train the trainer
  • Script management training
  • Call flow control
  • Number control
    • Manage end targets
    • Manage/amendable ring time

1.7. – Disaster Recovery

  • Emergency Schedule Message

1.8. – Internal Chat

  • Implemented internal chat on AGUI
  • Internal announcements

1.9.  – AGUI

  • Auto answer inbound calls
  • Outbound calls
  • Transfer calls
    • Warm transfer to agents
    • Cold transfer to queues#
  • 3 way conferencing

 

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