Contact Center Software Reviews

A contact center also referred to as a customer interaction center or e-contact center, is a central point in an enterprise from which all customer contacts are managed. The contact center typically includes one or more online call centers but may include other types of customer contact as well, including e-mail newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from customers during in-store purchasing. A contact center is generally part of an enterprise's overall customer relationship management.

Features:-

• Telescript is used by call center solution agents for handling common questions being asked by the customer.
• Incident Management provides agents with the capability of prioritizing incidents based on their severity level.
• Automatic Escalations allows the agents to configure rule or policy by which the case can be escalated to other members who are expert in the subject matter.
• Contact Center Analytics provides agents with the ease of recording each and every aspect of customer contact information.

Benefits:-

• Greater efficiency and productivity
• Improved Customer Service
• Enhanced reporting metrics