Contact Center Solutions
A communications platform should make your contact center a service powerhouse. But power requires flexibility — and innovation — for the multi-channel agility you need to respond to customer demands.
Devterch gives your contact center a single IP communications platform that’s both innovative and agile. Our contact center solution is innovative in its all-in-one, open standards architecture for multi-channel interactions as well as SIP and VoIP. Agile in its unified application suite for every aspect of the customer experience. And complete… in that you get everything required in a contact center solution to improve performance throughout your operation.
When it comes to your customers, building a better experience around them gives you the ultimate advantage. Our all-in-one contact center solution lets you make each customer’s experience an exceptional one.
Value Proposition.
Imagine your contact center solution as a single, all-in-one platform that blends all media types with your business rules in one unified system. Now envision it allowing your contact center to do all this.
- Manage and blend inbound/outbound multi-channel interactions
- Automate multimedia routing and queuing processes
- Create revenue-producing outbound campaigns
- Improve training, agent performance, remote agents included
- Elevate service levels and customer satisfaction
- Use metrics to increase the accuracy of forecasts and schedules
- Simplify administration in a single, central environment
- Connect multi-site operations with a single platform
Features to spoil customers and build loyalty
From the start, your contact center welcomes customers and reaches out to them using the communications channels they choose. Then with our solutions your agents, supervisors and remote agents solve problems, upsell, and build customer relationships that build loyalty. And the whole time, you monitor operations to ensure superior service for every customer.
Total contact management
- Multichannel access: phone, fax, email, web, SMS, business objects
- ACD; multichannel queuing, priority and skills-based routing, email routing
- Outbound dialing
- IP PBX/PBX
- Auto attendant
- Interaction tracking
- Real-time presence management
- Built-in multi-lingual support
- Remote and at-home agents
- CRM integrations, including screen pop – possibility
- Pure blended inbound/outbound campaign management
- IVR for self-service automation
Quality monitoring
- Real-time continuous monitoring
- Multichannel recording
- End-to-end reporting
- Agent monitoring, mentoring, scoring
- User-definable alarms
- Alert monitor view
Contact us today for to see if we can meet your needs; sales@devterch.com