Delivering high quality services for existing and potential customers has become a priority for present-day companies.
The most important part of customer service is processing of customer requests by phone, fax, via е-mail and Web. Customer response service creates the “image” of a company because, judging by the quality of services provided, customers can draw their own conclusions as to how efficiently their requests will be processed when they look forward to future collaboration.
To provide high quality customer service, ICL-KME CS offers to set up Contact Centers for businesses regardless of scale.
This makes it possible to optimize allocation of company resources – manpower, communication lines, equipment and software that automates processing of customer requests.
Contact Center is the most efficient solution for customer request processing
Main benefit of Contact Center implementation is the increase of agent productivity and reduction of customer service costs achieved owing to:
less time spent by an agent on solving customer’s trivial problems;
faster and more efficient problem solving;
more efficient workload distribution within a contact center agent group;
lower rate of abandoned calls;
reduced call processing costs.
Contact Center Implementation Overview
ICL-KME CS offers Contact Center development and implementation services. Contact Centers are based on Cisco Unified Contact Center Express – an integrated solution for customer contact interaction management.
Cisco Unified Contact Center Express is intended for small, medium, and large businesses and is used to set up contact centers at branch offices or corporate departments.
Cisco Unified Contact Center Express Functionality
Call-in-queue processing;
Intelligent call routing;
IVR (Interactive Voice Response);
Interaction with customer databases;
Integrability with business applications (e.g. CRM systems);
CTI integration (pop-up windows);
Preview dialing;
Real-time and historical reporting on calls and agents;
Quality management of call processing;
Monitoring agent performance;
Providing reports and marketing information;
Processing a number of calls without agent involvement;
Integration with a telephone conversation recording system, ASR/TTS systems and a Website.
Competitive Advantages of Contact Center Implementation
Reduction of call processing costs;
Easy-to-use administration of agent workstations;
Shorter queue and call processing times;
Opportunity to choose alternative communication lines (email, fax, chat);
Saving a customer the trouble of repeating the same information upon repeated calls or when the call is being transferred to another employee;
Call answer guarantee;
Priority processing for VIP customer calls;
Single phone number for the whole Contact Center – Preview dialing.
Examples of efficient application of Contact Center solution based on Cisco Unified Contact Center Express
Contact Center of a BANK:
Preview dialing to reach debtors;
Checking an account balance with the help of automated attendant;
Consulting on products and services;
Telebanking.
Contact Center of RETAIL CHAIN:
Queuing the incoming calls and providing expected-wait-time messages. As a result, the abandoned call rate is significantly reduced;
Integration with the e-shop website.
Contact Center of a SERVICE PROVIDER:
Processing Service Desk requests;
Integration with Service Desk applications.
Contact Center of a GOVERNMENT ORGANIZATION:
Processing calls of individuals;
Storing history of calls in a database.
Cisco Systems is a world leader in Contact Center equipment development and production.
As a Cisco Premier Certified Partner with Express Unified Communications specialization, ICL-KME CS has the level of expertise necessary to set up Contact Centers at enterprises regardless of scale.
For further information on IP telephony implementation please call us on +7 (843) 513 0147 or email voice@icl.kazan.ru.
