CONTACT CRM

Small and medium-sized contact centers have the same requirements to satisfy customers as larger centers, but not necessarily the resources to invest in and manage complex contact center solutions. Our contact center solution is a scalable contact center solution that offers high-end functionality at an affordable price.

Our contact center solution dynamically reacts to caller demands and organizes incoming calls based on parameters that you set. Whether they arrive by telephone, email or the web, you can manage and report on these media types in a single centralized environment. Using its sophisticated CTI based routing features; callers can be directed to the right agent every time.

During peak traffic periods, Our contact center solution greets callers with customized announcements, advising them of their position-in-queue or the estimated time to answer. When waiting times are prolonged, callers are given the option of leaving a Callback message, which maintains its position in the queue and is delivered to an agent as if the caller was still on the line.

Our contact center solution is fully modular, allowing you to select the components you need to best meet your operational and budgetary requirements while giving you the flexibility to add more functionality in the future.

Unparalleled control at your fingertips - adjust call patterns, set skills-based routing profiles, assign agents to multiple queues and apply these parameters based on time of day and day of week.

Improve Customer Service - your best customers can have automatic priority status applied to their calls or they can be directed to the agent who last talked to them.

Lower call abandonment rates - keeping callers informed significantly reduces the number of abandoned calls. When waiting times are prolonged, callers are given the option of leaving a Callback message, which maintains its position in the queue and is delivered to an agent as if the caller was still on the line.

Reduce call-handling times - by delivering calls to the most appropriately skilled agent and then screenpopping caller details to the agents PC - before they answer the call.

Transform your Call Center into a Contact Center - Our contact center solution intelligently manages all media types and delivers call to the most appropriate agent, making your contact center more responsive and cost effective.

Minimize your investment - Our contact center solution is completely modular, allowing you to select the components you need today to best meet your operational and budgetary requirements, while retaining the flexibility to add additional modules in the future.

When you choose Our contact center solution, you open the door to a wealth of contact center expertise. It is packed with the sophisticated functionality that today's business environment demands - yet it is remarkably economical.

To find out more about the functionality of individual modules click on the sub menu to the left of this screen.

Our contact center solutions are as diverse as our customers’ needs. So are the implementation options we offer. Any of our technologies can be bundled and integrated into existing contact centers, supporting small enhancements or major renovations. Our solutions including
 

  1. Call Center
  2. Interactive Voice Response
  3. Outsourcing Call Center
  4. System Integration
Related Links
  Brochure: Sage Accpac CRM [PDF 218 Kb] Brochure: Contact_Center_Brochure-Voxtron(PDF 2.85 MB)