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 Contact Center
CMS Solutions offers a diverse portfolio of contact center applications custom tailored to fit your business objectives. Our Contact Center Solutions are designed to offer organizations of all sizes an important opportunity to gain a competitive advantage by improving customer service , while reducing the costs of deploying and maintaining a high-performance call center.
Contact Center Features:
Enhanced /Skills Based Routing – Delivers the appropriate call routing to customers as needed based on criteria such as dialed number identification service, automatic number identification (caller ID), menu selection, customer, time of day, service level agreements and priority. Ensures calls are handled by the most capable agent available.
ETA-Queue Position / Automated Callback – Provides flexible announcement of Estimated Time To Answer and queue position to callers, then offers callers options for immediate, scheduled or next-business day callback. Improves customer service by offering options to callers in queue during “peak” traffic times. Provides efficiency by optimizing staffing and reducing the number of agents needed to handle calls. Reduces inbound toll free number charges.
Automated Outbound Campaigns – Enhances efficiency by providing true blending of outbound and inbound calls, optimizing agent utilization during off-peak inbound activity. Better utilize staff using automated, agent-less campaigns to free up agents for other tasks. Recognize instant benefits by automating collection calls, appointment reminders, marketing campaigns and other proactive customer contact features.
Abandoned Call Notification – Get real-time, proactive notification of abandoned calls via email or pager. Provides proactive customer retention by giving supervisors and agents the tools to address abandoned calls quickly. Options to use caller ID to generate a call-back to the abandoned caller.
Post Call Survey – Get instant customer feedback with the ability to track caller and agent information along with each survey. Measure customer satisfaction in real time with customer defined questions.
Screen Pop and Agent Dashboard – Full-featured desktop integration module allows you to pop and populate your existing customer service applications in coordination with inbound and outbound calls. Improves customer service by speeding interaction between callers and agents. Shortens call handling time and allows screen pop persistence across transfer of calls so callers never have to repeat key information.
Agent Chat – Adds queued chat to your contact center functionality. Reduce contact costs and increase customer service by providing contact options. Provide service to more customers with fewer agents by handling multiple simultaneous inquires.
Agent Email – Ensures efficient call handling of inbound email messages. Targets email to specific agent queues by address.
Enhanced Reporting – Cradle-to-grave reporting provides the ability to capture statistics on every aspect of customer contact. Accessible anywhere by anyone with a browser and permissions to access reports.
Reporting Features Include:
- Sophisticated Reports Engine – Filter reports by any combination of splits, pilots, DNIS, agents and date range.
- Hundreds of Statistics – Abandoned calls, average speed of answer, multiple service levels, handle time, interaction with IVR applications, grade of service, etc.
- Detail for Every Call – Call type, DNIS, ANI, account, name, duration, every agent interaction event, every application interaction event.
- Auto Email Report Delivery – Set up reports to send to key personnel at regular intervals you define.
Open Architecture – Reporting data available in open SQL database or in open, flat ASCII files for use with other applications or import into other formats. |
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