Future-oriented contact-center nowadays provide more than a conventional call center. In addition to voice calls one has to route multimedial content such as e-mail, chat or fax automatically and intelligently and process it through the automatic call distributor, also known as ACD (automatic call distribution).
By this we notice in our customer dialougues that small and medium-sized companies also increasingly have requirements in which not only a flexible multimedial call distributor plays an important role, but also tools have to be available with which the firm supervises, controls and analyses via a contact-center-solution in realtime and so can be covered statistically uninterrupted. There are many service-centers and customer hotlines under high pressure , because they have to overcome an ever-increasing call volume and perform positive results to gain competitive advantages. Therefor the operators have to constantly measure their intended service-level and the performance and to adjust to their respective situation dynamically. For this it is necessary to be able to adjust the contact-center-solution flexibly for instance via the involvement of home-office or mobile employees.
We promise you solutions, that can be used flexibly and that are suitable for your individual need with regard to your call volume and purpose of application.
The whole thing comes including professional consulting in the planning and change overphase and with extensive training concepts.