Datavoice provides Contact Centre solutions for small and medium enterprises which support a full range of client contact – voice, email, webchat, outbound and self service.
One Multimedia Queue
The multimedia contact centre is a reality and one that can harness productivity gains for your contact centre as well as enabling your customers to communicate in the way they find most convenient. Voice, email and webchat contacts can be prioritized in a single queue and delivered to agents through a single Unified Agent Desktop. Real time voice can be routed ahead of webchat which can in turn be routed ahead of email. Alternately using skills based routing different types of contacts or different types of calls can be routed to the most appropriate agents.
Web chat is a particularly effective method of dealing with a customer demographic as well as enabling Contact Centres to change the traditional 1:1 ratio of customer: agent contact. This is because an experienced agent may be handling as many as six concurrent webchat sessions.
Outbound Contact
Sometimes you have to take the first step to engage your customer or alternately an option can be provided in your queueing treatments for callbacks – this is where Outbound comes in. Once a customer list of any kind is loaded into your outbound campaign, calls initiated by an Outbound dialer can be placed to agents on successful answer. Outbound contact can be integrated and prioiritised into existing queues or dedicated agents can undertake outbound campaigns.
Virtual Contact Centre
Agents can be located anywhere on the enterprise IP network as powerful reporting tools can measure performance regardless of location. This means dedicated contact centre locations are no longer required. Your contact centre is wherever it makes the most sense for your enterprise.
Self Service
Many routine transactions can be handled by sophisticated self service platforms freeing up your human capital to deal with the most important issues.
Self service is no longer limited to simple touch tone phone key entry. Today voice enabled IVR can understand the utterances of an incredible variety of speakers from different backgrounds. Where compliance is a key issue customers spoken input can be recorded and biometrically verified if necessary.
Further Information
Datavoice provides customer contact solutions for small and medium enterprises based on both NEC Q-Master and Avaya NES Contact Center (formely Nortel Contact Center 7) Express platforms. To find out more please contact us.
NECQ-MasterBrochure
