Cloud Contact Center
Successful and effortless customer interactions, whatever your budget.
Anytime, anywhere customer service
It’s no surprise that customer expectations are shifting towards anytime, anywhere service. You need the right technology and the right people to balance the needs of customers. The contact centre has become a vital component in an organisation’s customer contact strategy, tasked with delivering the best possible experience across every interaction. This means being able to adapt to the changing needs of your customers who now want to be able to communicate with you whenever and wherever they want, using their own choice of media and device. In order to be successful organisations need to embrace new technologies that will help them exceed
customer expectations while improving productivity and reducing costs.
Benefits
INCREASED EFFICIENCIES
Increase agent productivity, by
having consistent information
and functionality at their
fingertips
Intelligient routing and tools
for administration and agent
optimisation
CUSTOMER SATISFACTION
Deliver a consistent high level
of service regardless of location
Dramatically increase first call resolution by routing contacts to the right person, first time
SEAMLESS INTEGRATION
Multiple deployment methods
and platform independence
Support multiple channels of communication on a single interface
MODULAR DESIGN
Future proof with modular elements to add as your budget dictates
Standard Features
VIRTUAL CALL CENTRE
The virtual call centre allows organisations to manage and use agents in multiple locations as a single entity, providing every agent with all functions and features, and enables seamless call routing and transferring across the organisation.
IVR/Self Service
Use Interactive Voice Response (IVR) to automate routine enquiries. Capture customer information up-front so you
can direct calls to the most appropriate agent. Offer customers callback options to reduce peaks in call volume and increase agent productivity during less busy times. Measure customer satisfaction with instant post-call surveys.
COMPREHENSIVE REPORTING
Performance monitoring tools
provide contact centre managers with a clear picture of historical performance and trends, as well as the ability to manage exceptions on the spot using real-time data. By leveraging this intelligence, managers can create accurate forecasts and more informed decisions regarding individual contact centre performance.
MULTI-CHANNEL RECORDING
Simply deliver integrated, feature rich call recording capabilities. Our Call Recording captures all agent calls, from any channel – e-mail and voice messages, chat, telephone, screen and Internet voice – providing a complete record of all CSR-caller interactions. The solution compresses audio calls in real time, reducing the size of stored wave files by over 700 percent and stores all sessions automatically in a centrally located database.
Optional Features
MULTIMEDIA INTERACTION
Enghouse Interactive Multi-channel Contact Centre solutions provide the flexibility to add or configure additional functionality as requirements and budgets change, enabling organisations to quickly change their call center into a true multi-channel contact center, and giving customers the choice to communicate on their own terms.
• Voice, VOIP, Videophone Calls
• Email, Fax, SMS
• Social Media Integration, Web Chat, Co-browsing
Professional Services
The Professional Services team at Enghouse Transportation offers personalized services to help you get the most out of your technology. Our team has years of experience and insight, we understand the intricacies of implementing new technology and getting the most out of the technology you already have. Our expert team of industry professionals, solutions experts, product specialists, software developers and project management professionals will work directly with you to use best practices that will maximize your technology’s benefits.
Implementation & Consulting
Our deployment specialists have real industry experience, so they can understand your business needs – and how best to utilize our tools to help your staff perform most efficiently. Value-added professional services include:
- Business case development
- Configuration/adaptations
- Cost and revenue projections
- Customizations
- Data conversion
- Hardware
- Implementation
- Management recommendations
- Needs assessment
- Operations consulting
- Project Management
- Project planning and design
- Report generation
- Route productivity and cost efficiency
- Service calculations
- Specification development
- System analysis and installation
- System configuration
- System testing
- Training
- Scheduling Services
Hosted/Managed
Enghouse Transportation utilizes a world-class hosting facility that continuously monitors your system for threats, and several disaster recovery sites to ensure your mission-critical applications are always available, even in an emergency. Enjoy the benefits of software without the headaches of maintaining server hardware by investing in a Hosted solution that your IT maintains, or let us take care of it all for you with our Managed Services package.
