Benefits of Call Centers
Enhance Customer Service
Customized routing plans and distributed agents provide superior service by routing each caller through the initial greeting and status announcements while they are in queue. Calls are then delivered to the appropriate agent to address their needs. Administrators can easily configure call routing to serve customers based on agent skills, caller identity, wait time, priority or service level. Beyond the phone, agents can interact with customers via Web chat and e-mail. An advanced Interactive Voice Response (IVR) scripting tool enables a self-service option, empowering customers to immediately handle their needs.
Increase Efficiency, Reduce Costs
Call Center solutions include features and capabilities designed to help reduce costs. For instance, agent screen pops show detailed customer information that helps to reduce interaction time. Agents can also optionally see the presence status of experts, and initiate voice, video and IM sessions to help resolve issues on the first call. Customizable real-time and historical information about callers, trunks, groups and agent utilization allows supervisors to optimize their resources. Plus, advanced call routing based on service levels, skills and priority helps ensure calls go to the right agents, reducing the service time per call.
Highly Available Virtual Call Center
Some call center solutions enable the quick and easy creation of a virtual contact center, connecting geographically dispersed agents into a single, seamless organization. In the event of an unforeseen emergency, built-in disaster recovery capabilities, such as the sophisticated hot standby server redundancy feature, protects the call center from wide area network (WAN) and system failures.
