Contact Center
Enhance Customer Contact
Business ConneCT Contact Center guides callers and routes email traffic to the best suited employee, reducing waiting time and improving staff motivation. Contact Center agents are also provided with additional information, such as the language in which to greet a caller.
Each customer call or email reaches the right person, first time, every time! Every employee, wherever he is, can act as agent while doing other tasks. All agents have access to advanced Unified Communications functions like Presence Management, Instant Messaging, DECT and Mobile Messaging.
Business ConneCT’s Contact Center features help your company to manage your Contact Center staffing and service levels. Group performance statistics enable your company to improve customer service, while extensive reporting tools provide insight into performance, costs and trends. Business ConneCT supports skill-based routing, transferring calls only to those agents with the best matched skill set. If no agent with the required skill set is available, an automated attendant can provide callers with a choice of alternative options.
Call or email routing can be easily configured based on clock and calendar, on customer specific items such as language, requested topic, historic data, identification, on staff specific skills and availability. You can tune your Contact Center to your needs!
Business ConneCT enables you to maximize your business performance by back office integrations with CRM and ERP solutions.
Contact Center Benefits
With Business ConneCT Contact Center, you will benefit instantly and your current issues will be solved:
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Improve customer satisfaction
Single point of contact; one number or one email address; automated attendant. -
Connects customers to the right person first time
Route calls or emails to the right skilled agent based on the requested service; Route important customers always to the same person. -
Reduce waiting times and lost calls
Queue announcements, give options for Callback or to leave Voicemail; Reporting provides important information to optimize your Contact Center. -
Offer 24/7 service
Important customers are transferred, even out of office hours; Less important customers are given other options, such as Voicemail. -
One consistent, professional face to the customer
Announcements customized to your needs. -
Personalized, accurate, qualified responses lead to revenue growth
Customer information visible at the agent user interface.
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Minimize the impact on resources
One stop shopping, all in one box! Little or no user training, common User Interface. -
Scalability to accommodate for future growth
Add agents, supervisors and features by adding licenses. -
Improve your staff’s efficiency and productivity and reduce costs
Call and presence state of colleagues, role switching, free seating, special attention for returning customers; Instant Messaging; integrated wallboard info and Agent Group Display.
Monitor and Improve Your Business Process
Monitor, analyze and adjust the way you communicate with your customers
Business ConneCT enables you to monitor, analyze and adjust the way you communicate with the goal to optimize your business process in an easy and intuitive way.
- Get the most out of your agents by integrating their skill set in the different call flows.
- Track agent productivity, customer behaviour and service trends.
- Add agents when you need them the most and improve the performance of your Contact Center.
- Manage the routing of incoming calls (and e-mails) in a flexible, easy to adapt way. And of course you can see in real-time what is going on in your Contact Center. Business ConneCT offers a dashboard (with information about performance, total calls, queue length), a floor plan with Agent status and group status display.
- Extensive reporting capabilities offer you insight in the historic performance of your Contact Center and give you the tools to optimize your inbound and outbound service levels. Reports that give you the complete picture of customer input and agent output enable you to tune operations for optimum performance.