What is Contact Center?
Contact Center (CC), is an evolution of call center functionalities. Over time, your organization’s needs for customer engagement have likely increased in scope. Previously, customers only had voice channels for real-time communication with your business, so call centers like yours only needed voice capabilities. As your customers’ options for communications expand to email, live chat, and text, we know you need to respond accordingly by offering those same channels as means of modern customer engagement. This demand spurred the evolution of our Contact Center customer engagement solution.
What Contact Center does:
Contact Center provides your company with a powerful and flexible set of tools to enhance the customer engagement experience for any contact style including voice, text, or chat. This solution empowers your agent with instant information on their desktop about the caller which boosts human engagement, increases First Contact Resolutions (FCR), and decreases call times. Contact Center reduces overhead by helping your supervisors and agents manage resources more efficiently without sacrificing customer satisfaction. It offers a customizable experience for both administrators and agents including dashboards, reports, and screen pops with database integration. Contact Center also integrates with nearly all platforms (PBX) and databases and can be deployed as a standalone cloud offering.
Who can use Contact Center?
Our Contact Center solution is built for organizations that want to create a pleasant customer experience through the management, monitoring, and enhancement of the entire customer engagement. Today your customers have a higher expectation of how they interact with companies in customer service, sales, accounting, and management. These expectations create higher demand for staff and technology within the business, demanding that you implement advanced technologies to compete and win in this rapidly changing environment. Contact Center is ideal for your organization if it is struggling to meet these expectations and deliver on improved customer engagement. Regardless of industry, your business can be more successful with the implementation of a Contact Center.