• Improve your customer service
Skills-based routing means callers experience quicker, more efficient service
• Measure and manage your team
Improve their performance on a daily basis through call activity tracking and reports
• Keep your customers satisfied
The Callback feature means customers who are unable to hold can leave a message and receive an automated call back – when it’s convenient for them
• Offers customers a variety of media types
Multimedia Queuing delivers all your communications to your agents in the familiar way calls are delivered and prioritized
• Motivate your team
Dynamic wallboards encourage healthy competition between agents with performance levels displayed in real-time
Connects customers to the right person
UNIVERGE Contact Center guides callers and routes email traffic to the best suited employee, reducing waiting time and improving staff motivation. Contact Center agents are also provided with additional information, such as the language in which to greet a caller.
Each customer call or email reaches the right person, first time, every time! Every employee, wherever he is, can act as agent while doing other tasks. All agents have access to advanced Unified Communications functions like Presence Management, Instant Messaging, DECT and Mobile Messaging.
Webchat – cost-effective and highly productive
With the UNIVERGE Contact Center customer live chat interface you can serve your customers at the moment they are ready for business or at the point where they are in need of support. Webchat is very cost effective as your agents can chat with several people at a time. Typically one webchat agent talks with 10 times more people than a phone agent. And with a full page view history for each visitor, you’ll be up to speed by the time your customers click ‘Chat’.