|
Cystelcom Customer Interaction Management Suite is a family of products that includes:
- Business Rules Routing
- Back-office Task Manager
- IMS Interaction Platform
- Interactive Voice and Video Response
- Interaction Recorder
- Unified Data Reporting
The suite optimizes Contact Center operations, delivers immediate cost savings, and increases customer loyalty thanks to personalized handling and unified contact and back-office task channel management, regardless of the communication channel used to access the Contact Center (voice, email, fax, video, Web, etc.).
The solution covers all levels of customer communication management:
- Interaction receipt and business rules application for segmentation.
- Optimal distribution based on business rules and standard contact center parameters, producing direct, measurable cost savings.
- Automatic integration of back-office tasks in intelligent distribution, dramatically increasing agent performance by leveraging non-productive time and off-peak hours.
- Multichannel integration with the top CRM and ERP system vendors, providing full CTI features for all communication channels, including back-office tasks.
- Integration with value-added systems for contact centers:
- Unified reporting systems
- Workforce management tools
- Audio and video recording systems
Customer interactions are routed to the preferred agent or to the most qualified group to manage them.
Agents managing interactions have direct access to customer information, contact history, etc. thanks to Contact Center integration with existing company systems such as CRMs, BPMs, ERPs, etc.
Calls can be recorded either for quality or business purposes and can be searched, based on the actual agent or customer.
Thanks to blending with synchronous interactions, back-office tasks can be integrated into contact center management converting the organization into a complete operations center.
Interaction management is carried out according to company goals so that prioritization and handling is performed based on business rules and standard operation criteria.
The Cystelcom Customer Interaction Management Suite has been designed to generate benefits, with the end goal of increasing cost savings and achieving fast return on investment.
HIGHLIGHTS
- Integration with top ACD, CTI and CRM system vendors.
- Contact Center resource optimization and cost savings.
- Customer loyalty improvement through business rules segmentation.
- User-friendly business rules creation and management.
- Unified handling of all customer communications channels.
- Automated back-office handling to improve contact center performance by adapting to peak and off-peak hours.
- High performance, carrier-class solution.
|
