What Are Contact Center Solutions?
Contact center solutions leverage telephony applications, messaging technology, and customer databases into an efficient, unified system. Voice, i-chat, email, instant messaging, CRM tools, Web collaboration and other tools join together to provide the best possible communications experience for your customers.
Contact center solutions can instantly provide employees the ability to deliver a higher level of customer service. They can quickly find answers and connect with subject matter experts without putting customers on hold or transferring them to another department.
How Will Contact Center Solutions Benefit My Organization?
Effective contact center solutions can help your organization achieve:
- Enhanced customer experiences
- Flexible telephony architecture
- Improve hiring & retention for top talent
- Intelligent call routing
- Supervisory and training features
How Can I Help My Organization Embrace Contact Center Solutions?
When evaluating contact center solutions, it’s important to:
- Incorporate IP telephony services
- Identify which employees interact with customers and what tools are needed
- Determine if remote and/or home-based employees should be incorporated into the contact center system
- Examine call routing protocols and key performance indicators
- Investigate all ways customers interact with you—voice, web, chat, email, etc.—and incorporate them into your contact center plan
What Comprises A Contact Center Solution?
An effective contact center solution includes the following components:
The routing engine is the core of the contact center. Using organizational logic, this contact center solution reviews customer profiles and distributes calls, emails, and chats to the most appropriate and available resource.
The client-level interface allows each employee to view a customer’s profile, automatically updates availability information, and provides access to multiple communication options. It puts crucial information at employees’ fingertips in a single, integrated console and facilitates seamless collaboration with subject matter experts.
Supervisory And Training Features
Enhanced contact center features allow supervisors to view employee status and call details. Supervisors can record conversations, silently monitor calls and chats, and privately engage with employees during customer calls. Detailed real-time reporting can provide insight into call volumes, call distribution, and call status.
Voice And Data Services
Telecommunications provide access to IP-based voice and data communications. The design phase of any contact center portion of your unified communications strategy proves an ideal time to revisit your existing telecommunications coverage, plan options, and rates for greater efficiency and cost savings.
Getting Started With Contact Center Solutions
Your CDW Account Manager and certified specialists are ready to assist you with every phase of choosing and leveraging the right solution for your IT environment. Our approach includes:
- An initial discovery session to understand your goals, requirements, and budget
- An assessment review of your existing environment and definition of project requirements
- Detailed vendor evaluations, recommendations, future design, and proof of concept
- Procurement, configuration, and deployment of the final solution
- Ongoing product lifecycle support
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