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Contact Center module automates inbound and outbound call handling by integrating with your organization’s telephony system and back-end applications. It provides a unified agent desktop and empower agents with access to customer 360, knowledge base articles, and transactional and cross-sell capabilities.

Features

  • Integration with your CTI application provides agent desktop functionality to handle calls.
  • Inbound calls are handled using Customer 360 and Knowledge Base, by carrying out transactions on behalf of the customer, and capturing leads, complaints, or service requests.
  • Agents make outbound calls for marketing offers, satisfaction surveys, collection calls, and call back requests, with auto-dial support.​
  • Call wrap-up codes are captured at the end of each call along with customer’s sentiment and details of the interaction. 
  • Customer search and manual verification questions enable agents to ensure the right person is on the call.

Benefits

  • ​​Reduce call handling time with a unified front-end, eliminating the need for multiple applications.
  • Increase first call resolution and agent empowerment with access to consolidated data in one place.
  • More product sales and transaction fees with sales and service capabilities.
  • Streamline and optimize customer-care assets and processes that reduce cost of care.
  • Migrate lower-value customers and transactions to lower-cost channels (IVR, Web, SMS).