Finding the Right Contact Centre Software

Your contact centre is your main customer interface, but is your contact centre fulfilling your business needs? Has your contact centre met your expectations for return on investment (ROI) and profitability? The right contact centre software is designed to solve critical problems and identify areas for future development. It provides you with a prioritised action plan enabling you to deliver the highest levels of customer satisfaction and retention.

Your ability to provide excellent customer service reflects on your business and affects your bottom line. So how do you develop a call centre with the capacity to cope with peak workload; staffed by efficient, intelligent agents; handling customer requests the right way, the first time? Here are contact centre solutions that deliver a real business advantage.

Computer telephony integration
Never again do you need to ask for their customer number. CTI eliminates this need as the information is provided by a POP screen ensuring all information is correct and recorded.

Digital recording
This is essential for technical support, customer service and voice contracts.

Speech recognition
This provides the ease and freedom to ‘talk’ to the right agent. Australian customers are extremely receptive to this new technology and enjoy the experience. Enhance your reputation and upgrade to speech recognition, it’s easier than you think to integrate with your existing systems.

Virtual Contact Centres
Link up all your customer interaction points with a single routings strategy. Treat multiple sites as one large contact centre, find staff in rural areas, and balance the workload. Decrease costs as you increase customer satisfaction.

Workforce Management
Looking for an easier way to manage your call centre workforce? Want to maintain workplace rules whilst maximising agent satisfaction? We can tailor and deploy a feature-rich workforce management solution to suit your environment and priorities.

Interactive Voice Response (IVR) phone menu design
Help customers to help themselves. A well designed IVR solution can reduce staff and customer management costs whilst providing a solution that has become the expected business practice.

Outbound call routing
Proactively call customers for sales and promotions. Manual dialling is slow and inaccurate – predictive dialling can substantially increase your productivity.

Predictive dialer
This is vital for minimising operator time wastage during outbound calling, filtering answer machines, busy, disconnected and engaged calls to maximise efficiency.

Skills based routing or inbound call routing
Delivery of the most important customers to the most skilled agents ensures efficient use of resources and a pleasant experience for the customer.

The contact centre environment is evolving from the traditional phone call to email, live web chat and video, backed by business analytics reporting. Connect to the reliable quote provider of the right contact centre software solutions.