Solutions, Contact Center Solutions
Contact Center Solutions
Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) are technologies that now play an integral role in contact centers throughout the world. This combination enables organizations to improve customer satisfaction levels and improve both top and bottom line performance, by driving revenue and boosting customer loyalty.
Envox's next generation contact center solutions include:
- Voice Over Internet Protocol - Improved business processes and reduced maintenance and toll costs with VoIP - solutions can be deployed for less than monthly maintenance fees of proprietary systems
- CTI - Personalized customer experience and shortened call length through CTI and a combined presentation layer or "dashboard" that pushes data from CRM system to agents in real-time agent
- Speech Recognition - High automation rates reduce interaction and improved customer experience through speech recognition. IVR offloads calls from agents, improving service and contact center metrics
- IT Ready - Solutions snap right into existing IT infrastructure
- Reporting/Analytics - Optional reporting packages enable performance tracking of service organizations and enable continuous improvement
- Open standards - VoiceXML, SIP and other industry standards prevent vendor lock-in
Impact on your customers
- Support of richer, expanded self-service applications leads to improved service
- 24x7 access, no unnecessary hold times
- The customer is in control, has quick access to important information, and spends half as much time on hold
- Handle complex issues - order systems, financial systems, knowledge bases
- Eliminates complicated menus of old IVR systems
Impact on your contact center
- Increase automation rates by 100% or more
- Agents are free to resolve complex issues
- More time to gather information, up-sell, cross-sell