Multimedia Channels Boosting Interactions
Our Cloud Contact Center is engineered to deliver numerous solutions for leading challenges — for multiple industries — in communicating with consumers across different channels. Learn about the benefits of our multimedia Cloud Contact Center’s solutions below.
Empower Customers in a Blended Media Environment
Offer a flexible customer service experience that empowers consumers to interact with your contact center on their media channel of choice — SMS, voice, web chat, email and self-service options. With the right set of tools, your agents are able to attend to all customers more effectively and efficiently on any device, at any time and through any contact channel.
Statistics emphasize the importance of choosing a Cloud Contact Center solution that’s versatile in communication and services. When companies take a multichannel approach to communication, they retain around 89% of their customers — plus, 70% of consumers expect self-service options.
Enhance Agent Productivity with Advanced Management Tools
From a single interface, agents and supervisors leverage real-time functionality that ensures service levels are maintained with every interaction.Gain insight to better monitor and manage productivity with our Cloud Contact Center’s analysis tools, which provide comprehensive real-time and historical reporting that summarizes data on Interactive Voice Response routing, contact center workflows, traffic analysis, queue performance, multimedia interactions and more.
Our Cloud Contact Center solutions also include add-ons to further improve functionality. Choose the add-ons you want, like call monitoring or call barging, to improve your management of contact center teams and provide valuable tools for building their skills as an agent for an enhanced customer experience that guarantees customer satisfaction.
Interactive Voice Response (IVR)
IVR serves as an efficient Cloud Contact Center planning tool. It efficiently facilitates identification, segmentation and routing of callers to the most appropriate agent that can service their needs in the shortest amount of time. Thus, it acts as our Cloud Contact Center’s automatic planning tool that’s adjustable to your daily needs, like active agents and call volume.
Through advanced IVR capabilities your company can automate, prioritize, personalize and manage high call volumes effortlessly. Free your agents to handle more complex cases and automate basic self-service matters including bill pay, appointment reminders, account inquiries and more with our Cloud Contact Center’s call distribution solutions.