A contact center is an organizational unit within a company that includes all incoming and outgoing communication channels for direct customer contact. A contact center makes it possible to respond to incoming inquiries via different channels (omnichannel). This makes the contact center an effective instrument for the dialog between a company and its customers and part of the overarching customer relationship management (CRM). In general, a distinction is made between locally installed systems (on premises) and cloud-based solutions.
Contact centers offer modern business process management and enable direct customer communication across all channels. Thanks to smart media routing and automated service processes, inquiries are processed efficiently. Contact centers are available on premises, from the cloud or as a hybrid solution. The integration of collaboration tools and CRM apps is just as possible as the integration of a chatbot or voice portal.
In a SIP-based multichannel contact center, multiple media channels – for example, calls, emails, chat, social media, SMS, or co-browsing – are supported for customer service. Independent of the media channel used, customer inquiries are handled by your employees as business transactions. Furthermore, automated self-service offerings, such as retrieving order status or updating customer data, can be made available.
Omnichannel contact center solutions actually take this one step further. They interconnect all business processes of all departments of a company and provide employees with an application for processing them. In addition, further automation and logical links are established between customer inquiries about the same topic across a number of media channels and business processes. In this way, employee resources and workloads can be coordinated easily and clearly.
A new contact center to reduce the workload of employees, lower internal transfer rates Reduce waiting times for callers.Discover more
R+V Versicherung’s contact center solution enables the daily processing of up to 35,000 calls by more than 800 agents.Discover more