The Powerful Benefits of a Multimedia Contact Center

Powering a superior customer service experience with a cloud-based multimedia contact center is no longer just an option.

With a 100% scalable cloud contact center, it is possible for companies to efficiently provide superior customer service to customers on their media channel of choice, while maintaining service levels across all media types. With advanced productivity tools in the cloud, agent and supervisors monitor and manage with real-time, historical and life-cycle reporting so that companies can deliver a five star customer service experience.

The Benefits of a Multimedia Contact Center:

  • Customer-Centric Communication – Customers choose their communication channel of choice; voice, email, SMS, web chat or self service options on any device
  • Interactive Voice Response – IVR capabilities to effectively automate, personalize and expedite the customer service experience
  • Agent Productivity – A single interface providing agents with tools to ensure accurate, productive and efficient customer service
  • Monitor and Manage – Real-time and historical management reporting for multimedia customer interactions and agent productivity

Feature Highlights:

  • PC and web cllient
  • Softphone capabilities
  • Software integration
  • Analytical reporting
  • Call recording
  • Queue status monitoring

 

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