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Centers |
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Traditionally,
the role of the call center has been
limited to handling telephone calls
from customers who were reporting service
outages, activating or canceling service,
or inquiring about standard billing
and collection issues. The metrics of
success were based on efficient delivery
of service and operating the customer
call center as inexpensively as possible.
Customer interaction was considered
a "cost" of doing business.
Today, however, as customers demand
consistent service and sales support
through every channel of communication,
call centers are quickly evolving into
complete customer contact centers. The
call center's importance is rapidly
escalating as it increasingly provides
support for all customer interactions.
At VeriPark, we provide you an infrastructure
for your Call Center to implement solutions
providing all the capabilities needed.
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- Easy to use, unified agent desktop
to allow an agent to handle multimedia
interactions through a single user
interface
- Consolidated view of the customer
to ensure that each agent has complete
knowledge of every interaction across
all channels of communication including
telephone, email, Web chat, Web
voice, fax and page
- Workflow automation and dynamic
scripting to ensure that work is
handled in the most efficient manner
and that business processes and
policies are always enforced
- Integrated sales, marketing, and
customer service including inbound
and outbound telesales, email response,
and Web campaigns
- Comprehensive Web-based architecture
to allow rapid application deployment
and an off-the-shelf solution to
minimize the total cost of ownership
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