CUSTOMER CONTACT

Call centres initially operated as isolated business units detached from the enterprise using their own technologies, processes and reporting. With intelligent communications the resources of the entire enterprise are brought into play in the customer service process. Customer Contact solutions proactively connect customers with the information, expertise and support they need at the times and places they need it, in order to drive customer loyalty and improved revenue generation for your company. Through this revolutionised customer contact invaluable business intelligence can now be generated across all regions and channels driving productivity and innovation. Customer Contact technologies are also not just applicable to the contact centre but can be applied across your company’s locations to drive greater customer loyalty and revenue generation.

By giving your customers unique, rich experiences, using voice, web, e-mail and video to provide personalised, customer-centric services, your company can reap many benefits.

	Desktop Integration
	Collaboration Enabled Business Transformation (CEBT)
	Inbound
	Outbound
	Workforce Optimisation
	Business Intelligence
	Self-Service
	Multi-Media

Desktop Integration
Single and multi-site contact centres benefit from the integration of a wide range of data, CRM and business applications into a single intuitive interface. This delivers accurate customer profile and contact centre information to the desktop, performs transfer of call detail information across multiple sites, makes full use of corporate data and takes advantage of information collected from the Internet, carrier networks, ACDs, IVRs, Web servers, e-mail servers and other applications.

Collaboration Enabled Business Transformation (CEBT)
CEBT transforms business processes to reduce human latency, improve productivity and drive performance. It can help form interdisciplinary process-oriented communities of your company’s people, customers, partners and internal teams. CEBT includes a wide array of web-services including call control, video (on demand & streaming), intelligent routing and a variety of click-to-connect services such as chat, e-mail, web-conference and voice calling.

Inbound
Inbound technologies allow your company to distribute inbound service volume to a variety of termination points, including ACDs, IVRs, home-based representatives and network terminations. It improves first-call resolution by allowing subject matter experts anywhere in the enterprise to handle incoming customer calls. Also representatives can transfer the caller to the expert (who can be identified by the system) or engage in a three-way conference with the caller and the expert.

Outbound
Outbound solutions take advantage of the integration of enterprise data, CRM and business applications. Outbound technologies enable the design of complex outbound campaigns which maximise the use of skilled agents, utilise individual dialing modes and deliver rich call contact information to a CTI desktop unique to your company.

Workforce Optimisation
Improving customer service and increasing productivity are critical challenges for a successful customer contact strategy. Making such strategic decisions as personnel levels, contact-handling procedures and technology investments requires that managers be armed with accurate and timely reports on contact centre activity. Enterprise-wide, real-time and historical data generates accurate and timely reports to closely align the contact centre with overall business objectives.

Business Intelligence
A comprehensive, tailored information portal where data can be integrated from multiple sources and shared throughout your organisation can help your company to segment customers and monitor resource activity. Further to this it can help your company analyse how and why customers behave the way they do in order to understand the total customer experience and how it impacts operating costs, overall satisfaction and customer retention.

Self-Service
Self-service technologies enable the provision of interaction channels so that customers are able to manage their own transactions and find information required without the need to interact with the people of your company – so that these people can concentrate on more valuable tasks. It is possible to provide very high levels of self-service functionality with a correspondingly high level of customer experience through speech technologies to benefit customers.

Multi-Media
Multimedia technologies allow your company’s people to field inbound customer requests through any communication medium – including voice, web chat, SMS, e-mail and, increasingly, video. Through a universal queue, representatives are able to handle multiple mediums or be dedicated to a single medium. It is also possible to dynamically prioritise one medium over another or an inbound contact over another in order to provide the best service to your most valuable customers.

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