Cloud-Based Omnichannel Customer Engagement Centers
Our INtellECT® Network-Based Contact Center enables you to provide service numbers and call centers in your telco cloud. Businesses take care of their administration and use the services directly via the Internet without any premises equipment. The web-based agent workplace offers all types of communications, indeed everything your customer needs for a true omnichannel customer engagement center (CEC).
Via a simple web interface, your customer can route non-geographical numbers to geographical numbers or route calls from one number to another based on criteria like time-of-day, no response, busy, geographical origin, percentage distribution, etc. He can also set up and change his interactive voice and visual response with e.g. DTMF recognition, menus, ASR/TTS, database queries, etc. and then route calls based on responses. He can also select the best available agent based on his skills, call priorities, queue lengths, overflows and many other criteria. Real-time monitoring available in the browser helps your customers to optimize their resources.
Self-Care Number Translations and Call Routing
Interactive Voice and Video Response
A browser based, graphical tool allows your customer to set up interactive voice and visual response as well as the call routing. It’s all done using predefined icons arranged in a “tree” with simple drag and drop. No programming skills are required. If a caller accesses the service via a service number, he receives interactive voice response, optionally with speech recognition and text-to-speech. If the caller click on an Internet link to access the service, he receives interactive visual response: for instance, a menu (in IVR: press “1” for service, “2” for sales, etc.) appears either as buttons or a drop-down list.
Agents communicate with customers from many channels like Voice, Video, Chat, Email, SMS, Fax, and Social Media (Twitter, Facebook). The omnichannel orchestration provides a single view of the customer across all touchpoints via the web-based Agent Workplace. This ensures a continuous dialog between the customer and agent regardless of the communication channel. It provides a consistent and personalized customer experience across all communication channels resulting in enhanced customer satisfaction and increase in revenues.