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 Enterprise Contact Center |
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To build an effective business solution, Sibeh helps you apply proper technology to a well-thought-out contact center plan. | Broadly speaking, technology does three things for your contact center:
 | It gives your customers a way to communicate with your company. | | It enables the contact center to more readily collect, access, and edit information about your customers. | | It provides a means for reporting on activity within your contact center. |
To achieve these goals we bring these features to your contact center:
| Automatic Call Distribution
Think of ACD as a queue that acts as sort of a waiting room
for callers with a number of important capabilities: | | Announcements (delay messaging) | | Music on hold | | Skills-based routing |
Predictive dialing
A predictive dialer is a device used to manage and launch large volumes of outbound calls. The dialer increases agent productivity by placing more outbound calls than the available number of agents. The dialer then sorts out answering machines, busy signals, and other non-human interactions before delivering live calls to the agents.
Predictive dialers can also be a great boon for contacting a customer base with information about new products or services, or to provide reminders about appointments.
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Computer/Telephone Integration
Computer/Telephone Integration (CTI) refers to a system of hardware and software that allows for communication between the telephone system and the computer system. With this communication, you’re able to instruct both systems to work together to produce some interesting and powerful applications. |
Reporting and Data
Without reporting you have no way of knowing how good you are, if you’re improving, or if you’re actually getting worse.The reports you use to manage your contact center come from a variety of sources. The following are a few examples of the reports available from various systems: | | Agent performance reports | | Queue performance report | | Trunk performance report | | IVR reports |
And much more!
Please contact Sibeh to learn more about our Contact Center Solution.
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