Contact Center System (Customer Interaction Center)
Customer Interaction Center (CIC) is a comprehensive and complete unified solution for managing inbound, outbound, and blended customer contacts, combining an open platform with an integrated relational database, script and center management tools, and real-time reporting to offer a complete, integrated platform for managing all customer contact programs. CIC has been implemented in over 3,000 locations throughout the world.
Contact Center Productivity Suite
Continuous Technologies' suite of software applications is designed to support the customer interaction functions for contact centers. It is a collection of contact management tools that can be easily and quickly customized to your needs. The contact center application suite consists of productivity tools such as agent scripting, contact history and interaction detail capture, campaign management, call nature analysis and secured transaction processing.
Speech Navigation Interactive Voice Response System (IVRS)
Recent study suggested that the average cost per phone inquiry when handled by a live agent is US$50 per call, whereas an inquiry answered by automated voice costs an average US$1.5 per inquiry. Hundreds of organizations have employed Continuous Technologies' IVR systems to automate customer centric business processes and relieve the pressure on live agents handling consumer calls. IVR system automates inbound call processing by retrieving information according to the caller's requirements from enterprise databases that are connected to the IVR system. The IVR system employs hardware and server software that can analyze touch-tone inputs and perform signal processing for natural speech inputs.
Outbound Campaign and Predictive Dialer
Outbound contact center system is a solution addressing the need of businesses to manage and execute contact campaigns of different nature. Manual dialing may consume 70% of your agent's time. The CIC outbound contact center system can work with manual and automatic dialing. Alternatively, the use of predictive dialer can streamline the manual dialing process; choosing a number, dialing the number, listening to busy signals / wrong numbers / or answering machines, and leaving messages. A predictive dialer may help increase your success call rate by 200 to 400%.
Mobile Field Service
Field service organizations face constant challenge to improve service levels, reduce service costs, faster billing cycles, and optimize dispatch efficiency. Mobile Field Service system helps field service staff to operate more effective by providing access to up-to-date and accurate information using their BlackBerry and other supported hand-held devices.
Customer Relationship Management (CRM)
Businesses need to gain and maintain a competitive edge and get closer to the customer. CRM software is designed to join ever-larger amounts of customer information with meaningful relationships to reduce uncertainty and create predictable outcomes. Consona CRM system (formerly Onyx CRM system) improves the quality of customer service, increase sales and simplify business processes.
Employee Development System (EDS)
Human resources management typically employs tools such as course evaluation to validate and ascertain whether a training course achieved its specified aims and objectives. However, validation does not give information on whether the learners have indeed used the skills and knowledge gained from the participated training.
Multichannel Customer Interaction Software
Eptica is a global provider of multichannel customer interaction software, including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise, Eptica software enables website and customer service channels to improve quality of service, increase productivity, reduce costs and maximise every sales opportunity. Today more than 400 customers, including some of the world’s largest brands, in 15 countries, use Eptica software to deliver excellent customer service at much lower cost.
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