Contact Center

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.

• Improve cus­tomer ser­vice
• Increase employee pro­duc­tiv­ity and sat­is­fac­tion in cus­tomer ser­vice
• Reduce IT and infra­struc­ture costs by con­sol­i­dat­ing busi­ness processes in an cor­po­rate con­tact cen­ter solu­tion
• Auto­mated announce­ments, e.g. on order sta­tus
• Increase cus­tomer sat­is­fac­tion through bet­ter self-​service, automa­tion & log­i­cal link­ages
• Increase busi­ness value through pri­or­i­ti­za­tion, ser­vice level agree­ment (SLA) man­age­ment and BPM inte­gra­tion
• Reduce work­load through intel­li­gent speech recog­ni­tion and con­trol and bot agents