Sunday, 05 March 2017 07:46 Written by
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Contact Center Solutions Dubai

Customer support has become more complex and challenging than ever before.Applicom Dubai offers contact center solutions, which is easy to integrate and deploy. Our contact center/ call center solutions will take your customers to the next level. Since technology has fostered higher expectations among customers. Your agents can obtain the data needed to deliver and your customers can enjoy the benefit of better communications and faster response. A contact center is also known as call center and serves the integral role of every business.A contact center typically includes one or two call centers and is considered as the essential element in multi-channel marketing.

Without the right tools and technology in place, agents lose precious time – and customer goodwill -- as they switch between traditional phones and desktop computers to resolve issues. When business expands to various locations, agents may find it more difficult to handle questions if subject matter experts are based in other cities, work from home or are simply on the road.

contact center solutions

Our Contact Center Solution Features

We provide top-notch contact center solutions that come with advanced features to effectively manage you contact center. Our Solution is designed in a manner to understand what is happening with calls and focus trends over time to ensure efficient operations.We help you build your contact center equipped with features that deliver efficient and effective service to their customers. 

If your contact center staff is spending more time than necessary jumping between tasks or your callers are experiencing longer wait times, use today’s technologies to increase efficiency and meet customer expectations. All you need is to identify areas for improvement.You can start that by interviewing you contact center staff. Using their feedback, you can implement necessary changes.

Step Up Call Routing

Call routing and grouping are mainstays of contact centers, but used strategically they can help resolve issues quickly with the least amount of agent intervention. For example, a business may have two call centers, each offering different levels of service. When a call comes in, the system automatically deciphers where to send the call. VIP customers may get connected immediately with personalized white-glove service, while others are directed to self-service. Agents spend less time on routine calls and more time using their expertise to solve complex problems for key clients.

Enable Mobility

Remote and traveling staff rely on their smartphones to connect with the home office as well as clients wherever they’re located. By enabling mobility for your contact center, an agent can reach field personnel at critical moments, even if they’re sitting on an airport tarmac. Mobility also creates a seamless – and more positive – customer experiences. For example, local support agent Jane is based in San Diego in a home office. But anyone calling the Wichita headquarters will know her only as extension 3452.

Integrate Customer Data

Call centers present a significant opportunity for driving new revenue. But without customer data integrated into the phone system, employees lack the information they need to identify and close opportunities. By tightly integrating CRM applications into your contact center, you can deliver a significantly higher level of personalized attention to callers and increase the revenue opportunities for your team.

Enhance Reporting

You can’t improve what you don’t measure. Seeking feedback from employees is a good first step toward tailoring the contact center to the way they work, but activity data is vital for continued improvement. With sophisticated reporting tools, customer service managers can identify the source of bottlenecks and breakdowns more easily, enabling them to align processes more closely with the way employees work. For example, reporting data may indicate that agent time can be reduced if calls are divided and routed according to specific information, such as area codes. Depending on your contact center solution, rolling out these capabilities could be quite simple. If you’re still relying on a traditional package that doesn’t take advantage of the latest tools and technologies, it might be time to explore new options.

Our contact center solutions are feature rich and meet the growing demands of today's business patterns and aim to deliver maximum deployment flexibility.No matter in which niche your business lies, ShoreTel contact center solution is the best choice for a productive environment.

 

Read 294 times Last modified on Sunday, 12 March 2017 06:09

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