Advanced Communication Service/ Customer Contact solution


Customer Contact solutions


Build customer loyalty with seamless customer care.


* Your customers expect to interact with you how, when and where they want. Their loyalty depends on you meeting all of their expectations.

* To make happens, your contact center services need to be seamlessly connected, run at peak efficiency and be available when your customers contact you.

* Our Customer Contact solutions-cloud contact center, global transport and routing services and Contact Center Managed Services-can help you plan, build and deliver exceptional personalized experiences to your customers.

* The cloud contact center suite features end-to-end contact services and reliable network connections to the cloud. It includes our Unified Customer Experience Management Platform and contact center services to help you:


     --- Provide your customers with personalized experiences every time they interact with you. Your customers expect to interact with you how, when and where they want. Their loyalty depends on you meeting all of their expectations.

     --- Solve the challenges of a complex contact center setup.

     --- Work with one partner-Verizon-to set up your integrated contact center platform.

     --- Manage multiple contact centers and remote agents.

Virtual Contact Center (VCC):


Easily handle inbound, outbound and multimedia communications while boosting contact center performance with dynamic contact routing, agent optimization and expansive network services. With VCC, you can:

* Centralize your contact centers into a virtual cloud enterprise to reduce costs and eliminate upfront capital expenses.

* Help customers choose how to interact with you-voice, e-mail, chat or social media-with multichannel routing for more communications choices.

* Interact, gather information and deliver the right data to callers and agents with interactive voice response (IVR) features like touch-tone menu routing and speech recognition to improve call efficiencies.

* Quickly route your customers to the right agent or the service they want with automatic contact distribution, including voice, e-mail, chat and routing. Give your customers wait time announcements and create custom automated messages to improve customer experience.

* Gather basic contact details-caller phone number and time in queue-and operate advanced features like IVR data transfers or third-party customer relationship management for more call control options.

* Improve your customer experience with a comprehensive workforce management application-from workforce scheduling to evaluation to training.

* Combine traditional contact center reporting and business-level reporting with our inView application so your agents can see the true impact of their performance on business metrics.

Unified Customer Experience (Unified CX):


Our Cisco®-powered, cloud-based customer contact solutions give you the agility of an operating expense spending model and the control and security you desire from a platform dedicated to your needs. This means you can:

* Create consistent experiences, reduce training costs and speed time to market no matter what devices your customers and employees are using-smartphone, tablet, computer and phone.

* Implement customized contact center routing strategies across all channels that include both self-service and assisted options.

* View interaction history and support interaction handling with a customizable, multichannel agent desktop.

* Increase sales and improve the decision making of your agents with increased visibility from a unified agent desktop.



     

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