Coordinate self-service with live agent assisted service to improve first call resolution and enhance the customer experience
Seamless Customer Service™ is a unified communications (UC) application for the contact center that delivers the tools needed for comprehensive call response, including coordinated self-service/live service and integrated assistance to improve first call resolution and enhance the overall customer experience.
Seamless Customer Service enables you to:
- Reduce costs and complexity by eliminating computer telephony integration (CTI) expenses
- Improve customer satisfaction by enhancing the experience from self-service to assisted service
- Increase first call resolution rates through data-directed routing and expert agent accessibility
- Enhance competitive distinction and brand recognition by orchestrating a desirable customer experience
Whether your call center is centralized or distributed, Seamless Customer Service™ brings your business rules, hard-learned best practices and administration into a centrally managed platform. Unifying command and control of your call center operations reduces costs and simplifies training for managers and supervisors.
Managers have the option of levaraging premise or on-demand voice portal capabilities . Callers are managed through tools that visually script and monitor the customer experience using standards-based speech or touch tone for self service. When customers select to receive live agent assistance, the information captured by the voice portal is used to determine the best agent to satisfy their inquiry. Using the same voice portal scripting and monitoring tools, customers can be matched to the appropriate agent taking into account agent skills, customer segmentation and customer priority or value. When agents are not immediately available, callers can be given the option of receiving a call back.
As the agent receives the call, they are empowered with the previously gathered customer information. Ask an Expert functionality, powered by Microsoft® Office Communications Server, allows an agent to receive assistance from experts in the enterprise to solve the customer problem on the first call. Finally, at the end of each interaction, a post-call voice survey helps the company to measure the level of customer satisfaction.
In addition, Seamless Customer Service provides end-to-end real-time and historical reporting, to create the visibility and insight that your contact center managers require to positively impact business results.
Brochures
White Paper
Case Study
Demo
Seamless Customer Service™ uses the power of software in a brand new way to target your specific business objectives and is readily extensible and includes access to complementary capabilities as your needs grow and change. Leveraging Seamless Customer Service enables you to:
- Orchestrate the desired customer experience with user-friendly tools.
- Transfer data seamlessly from self-service to a live agent with screen pop to the agent desktop.
- Engage expert agents with presence via Microsoft® Unified Communications Server to improve first call resolution.
- Measure customer satisfaction with automated post-call surveys.
- Gain visibility into self service and live agent contacts via real-time and historical reporting.