Con­tact Cen­ter

Lis­ten­ing is under­stand­ing

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 Vox­tron Com­mu­ni­ca­tion Cen­ter, for exam­ple. 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.

Our omnichan­nel con­tact cen­ter solu­tions

For the best peo­ple in the world: your cus­tomers

novo­m­ind iAGENT

The intel­li­gent Omnichan­nel Con­tact Cen­ter

novo­m­ind iAGENT is the intel­li­gent cus­tomer ser­vice soft­ware for opti­mal mul­ti­chan­nel man­age­ment – from chat­bots through email man­age­ment, chat and video chat up to social media. With the help of com­pu­ta­tional lin­guis­tic and seman­tic pro­ce­dures, the soft­ware auto­mat­i­cally analy­ses every cus­tomer enquiry – sup­ported by rules-​based and sta­tis­ti­cal recog­ni­tion tech­nolo­gies. novo­m­ind iAGENT offers a (partly) auto­mated cus­tomer ser­vice to process writ­ten enquiries, regard­less of the com­mu­ni­ca­tions chan­nel.

Vox­tron Com­mu­ni­ca­tion Cen­ter

When the utmost in flex­i­bil­ity is called for

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 inte­gra­tion

Suit­able for every con­tact cen­ter

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.

Microsoft Dynam­ics 365

In per­fect har­mony with your con­tact cen­ter & Skype for Busi­ness

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.


The intel­li­gent cloud con­tact cen­ter

Five9, the intel­li­gent cloud con­tact cen­ter is built on a highly reli­able, secure and scal­able cloud plat­form. That makes it easy for your busi­ness to rapidly trial and deploy new ser­vices, while future proof­ing your busi­ness by sup­port­ing AI and other emerg­ing tech­nolo­gies. And because your con­tact cen­ter is in the cloud, you will always have access to the lat­est capa­bil­i­ties through no-​touch, non-​disruptive real time upgrades.

With the Five9 Genius™ Intel­li­gent Cloud Con­tact Cen­ter, your agents become geniuses in the eyes of your cus­tomer – giv­ing them extra­or­di­nary expe­ri­ences.

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Get in touch with us

Our con­tact cen­ter experts would be delighted to pro­vide you with more infor­ma­tion and are always here to answer your queries.