Therefore, integrating multi-channel chat on one working interface is indispensable for the Contact center system.
Built-in CRM displays customer information when there is a call
To quickly identify and provide personalized answers to germany business fax list each customer, the Contact Center system needs to integrate the CRM system or other internal software (ticket management software, helpdesk, sales, etc.)
When there is an incoming call signal or before making an outgoing call, the agent's working screen will display all relevant customer information, giving the operator a 360-degree view of the customer.
Commonly displayed information includes personal information, multi-channel chat history, Ticket & SLA history, etc. This information can be customized based on each business's operations.
Automatic Call Distribution (ACD)
Based on intelligent algorithms, calls are routed to the most suitable agent.
This significantly reduces call waiting time, improves service quality, increases satisfaction and improves productivity.
Record incoming and outgoing calls when contacting customers
Recording is an indispensable feature for a Contact Center system, allowing 100% recording of incoming and outgoing calls.
This feature plays an important role for managers in training skills for phone agents. Listening back to calls helps managers identify areas for improvement, potential obstacles and reasons for customer dissatisfaction to make more efforts in providing quality service.
In addition, recorded data is also used for cross-checking and as legal evidence when disputes arise.
Real-time monitoring interface
Real-time monitoring system gives management an overview of the status of the customer care center.
Managers have quick access to all important metrics to make quick decisions such as: Number of active employees, calls waiting, employees busy or ready to receive calls, etc. Customize display layout in real time.
In addition, management is also supported with the following functions: eavesdropping, whispering or 3-way conversation.
Contact Center Reporting System
The Contact Center system needs to provide important reports to measure service quality such as: Call response time, call handling, Rate of calls resolved on the first attempt, Customer retention rate, Average pick-up rate, etc.
Therefore, a Contact Center system needs to set up all types of reports such as: Inbound, Outbound reports, received incident reports, etc. to be able to comprehensively monitor employee interactions and processing activities.
