ProtoCall One contact centre solutions
The ProtoCall One contact centre solutions Improve how you connect with your customers and the efficiency of your workforce and business. They cover a wide spectrum of multi-channel contact centre applications including:
- Call routing - virtual call centres, intelligent work queues and customer profile routing all play a part in your Intelligent Call Routing strategy
- Self-service – Interactive Voice Response that provides touch tone and speech recognition based menus that direct the call to the right resource to deal with that specific type of enquiry
- WFM – workforce management system that manages the planning, forecasting and scheduling of call centre staff
- Dialler – used for managing outbound calls – involving different types dialling mechanisms from preview dialling through to predictive
- Multi-channel management – multi-channel communications integrates email, white mail correspondence, SMS text messages and online web chat into an intelligent workqueue
Measurement in
contact centre performance is changing rapidly with a focus solely on efficiency measures being replaced by new measures that include quality monitoring, to reflect how the organisation is serving the customer better and also inspiring loyalty from staff.
Overall these solutions
help our clients to improve how they connect with customers across multiple contact channels in order to increase customer loyalty and revenue, reduce operating costs and improve employee satisfaction.
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