In this era of digital transformation one thing hasn‘t changed: the customer is, and always will be, king. That makes modern Business Process Management using a high-performance multichannel contact center a must for most companies – such as the Genesys Contact Center, for example, or the Voxtron Communication Center. They enable direct communication with the customer across all channels. Thanks to intelligent media routing and automation of service processes, procedures and queries can be processed neatly and efficiently, while all processes are continuously optimised. Customers can even be categorised according to their importance, with the most suitable resources being allocated to deal with their issues. No longer do your customers end up in no man‘s land and no longer do they have to spell out their problem again and again. Rather, they are provided by your staff with a tailored and contextually relevant service experience. On top of this are intelligent software and clever interfaces for integrating with CRM or ERP systems, Groupware and Skype for Business. In each case, it makes no difference how big or small your business is: our contact centers can be scaled up as required.
The ideal solution for monitoring, coordinating and constantly enhancing the Customer Journey across your organisation. With access to omnichannel functions and any number of channels such as video, SMS or chat it improves interaction with customers as part of a bespoke, contextually relevant service experience. We are a certified Genesys partner.
The Voxtron Communication Center is not just universally deployable and independent of the existing telephone– and other infrastructure, it‘s also highly customisable – once we get involved. Our experts can add whatever non-standard functions you require for your business.
Skype for Business is unbeatable when it comes to responding promptly to customer queries, and when it is integrated into a multichannel contact center and/or CRM. This allows the management of calls, for example, to take place directly within the CRM, while at the same time, thanks to the Contact Center, incoming calls can be routed to the most suitable staff members. And it‘s not just this: its many other unified communications features, such as presence status and desktop-sharing, are rapidly turning Skype for Business into a tool you cannot do without.
With a CTI connection, we can supplement your usual CRM environment to include full UC functions and enable parallel call control, either via your CRM interface or via Skype for Business Client. And for even greater convenience: Thanks to caller number identification, the required customer record card is called up automatically.
Based on the Voxtron Communication Center, IP Dynamics set up a company-wide contact center platform, which was able to withstand a stormy test on its very first day.
Our contact center experts would be delighted to provide you with more information and are always here to answer your queries.