Every business has a contact center, whether they know it or not. From small, help-desk contact centers to large-scale, multisite, multimedia contact centers, businesses need contact center solutions that enable remote workers, integrate business processes, control costs, and ensure business continuity. They want solutions that streamline business operations and processes, improve communications, and are self-managed with minimal intervention.
Your Call and Contact Center stands at the forefront of customer service. When your customers call, are they guaranteed a quality experience? A Call and Contact Center that’s riddled with problems can lead to unhappy customers and ultimately, lost revenue. This is where we can help. Through our partnership with Mitel and ShoreTel – the world’s largest hosted providers and leaders for enterprise Unified Communications – we provide businesses with custom phone systems and solutions that optimize communication in call center operations.
Our small- to medium-sized and enterprise contact center solutions integrate with existing infrastructure investments and provide you with the flexibility to add increasingly sophisticated capabilities as your needs change and grow.
- Improve Customer Experience
You have one chance to make a lasting impression. A contact center solution can help you enhance the customer experience from the moment calls reach your Interactive Voice Response (IVR) system to call resolution.
- Integrated Business Processes
Businesses also need solutions to integrate and streamline business process and promote efficient communications. With forecasting tools and integrated workforce management tools, supervisors can ensure the right number of skilled agents are available to handle the forecasted call volume and help contact centers optimize resource use and effectively control costs.
- Ensure Business Continuity
Your customers expect consistent, dependable communications despite accidents or unplanned emergencies that may occur. Ensuring continuity in service and communications requires planning and strategy. It requires a sound communications infrastructure and daily activities that support business requirements for disaster recovery, business resumption, and emergency preparedness.
- Drive Quality Improvement
Use recorded calls for coaching, training and recognition. Use them to improve interaction between employees and customers. You can even use them to track and optimize the effectiveness of phone-based marketing campaigns. Quality Management gives you unmatched monitoring, search, documentation and reporting capabilities.