Contact Center Live solutions include:
Call me now
With 'Call Me Now’, you offer your customers the option of calling them right away or at a later time. This helps you spread the load on your contact center.
Supervision
All the relevant information at a glance
The supervisor has real-time insight, allowing him/her to see all the relevant information (AHT, SLA, waiting, abandoned, ...) for the contact center at a glance. The supervision screen contains a toolbar with telephony functions that allow the supervisor to listen in, whisper, join a conference call, send messages, record conversations and take over screens in order to provide optimal support for the employees. Using these comprehensive supervision tools, the supervisor can monitor the status of the agents at any time and make adjustments if necessary.
Scripter
Create web scripts quickly and efficiently
Contact Center Live has an integrated scripting tool which enables you to easily create scripts that can support your agents during the customer dialogue. This scripter is also suitable for creating links with other applications and databases. As a result, data can be displayed, modified and saved to the back office systems directly by means of the script.
- Create web scripts quickly and efficiently
- Log and follow up data saved to databases
- Automatically send e-mails and text messages
- Simple CTI link
- Ability to integrate with other applications and infrastructure.
Call me now
Turn a web visitor into a calling customer
The 'Call Me Now' functionality is the best way to turn a visitor to your website into a calling customer. The 'Call Me Now' button establishes a telephone connection between the visitor to your website and an employee of your company.
With 'Call Me Now’, you offer your customers the option of calling them right away or at a later time. This helps you spread the load on your contact center.
Elmer Sadikrama
Want to integrate Contact Center Live into your communication channels?
Improve your customer contact today by integrating all your communication channels into Contact Center Live. Our solution makes your employees’ work a lot easier and makes it easier to monitor them.
Reporting
Information is key
- Call-file management report: information about the call list and call results
- Production reports: qualitative and quantitative data on contact center productivity
- Individual agent statistics: productivity per agent
- ACD statistics: useful for calculating the number of agents needed per shift
Blending
Offer your employees varied work
Blending enables your contact center staff to handle multiple types of customer contacts (inbound and outbound calls, e-mail, chat) simultaneously or sequentially. Besides answering inbound calls, an employee can also answer e-mails and/or be deployed on an outbound campaign, for example.
The advantage of blending is that you can achieve optimal efficiency of the available contact center staff (higher utilisation). You can also offer your employees more varied work.
Workforce management
Much more than traditional staff planning
Along with its partner Invision/Injixo, Contact Center Live offers a 'next generation' Workforce Management solution which allows companies to optimise the deployment of labour, save on wage costs and improve services by scheduling the right people for the right tasks at the right time.
Workforce Management offers much more than traditional staff planning WFM provides extensive functionalities for calculating the workload and the required labour deployment, involving employees in the planning process, managing working hours and analysing and monitoring the entire process.
Preview
The dialler shows the agent information about the next person to be contacted before establishing the call. The preview mode allows the employee to prepare the call and look up relevant customer information.
Progressive
The dialler manages the call file fully automatically. As soon as an employee is available, the system calls the next contact and sends the call to the employee along with the corresponding data screen. As soon as the call is completed, the dialler launches a new call. Progressive dialling is mainly used in a business-to-business environment.
Predictive
The predictive dialler anticipates and eliminates non-productive calls, where no call is established, such as busy signal, no answer, fax number or wrong number. Predictive dialling significantly increases the effective call time (by up to 40%). Moreover, you can set the call speed yourself.
Don't Call
‘Don't Call' functionality is integrated into the Contact Center Live environment as standard. This means that as a user you comply with the 'Don't Call' legislation. The ‘Don't Call’ IVR can be flexibly configured per campaign.
The 'Don't Call' data can then easily be exported according to the format defined by the 'Don't Call' register.
Chat
With Proactive Chat, you can help customers and web visitors find answers to all their questions. Depending on the visitor’s click behaviour, this live support is offered via chat.
Proactive Chat prevents visitors from leaving your website unnecessarily to contact your company through other channels or even to switch to a competing provider. So you can bind your online customers to you better and increase your sales conversions at the same time.
IVR
The simple graphical interface allows you to set up your own Voice Response and easily adjust it to the current traffic volume. Adjustments can be made from any type of device (PC, laptop, mobile phone). By using an IVR, you can easily increase your company’s reachability by phone. When you are using IVR, the customer hears a menu. Based on the choices made, the customer is immediately put through to the right person or department that can answer the question. This saves your employees a lot of time and means your customers receive faster and better assistance.
Contact us or request a demo
We’d love to help you continuously and visibly improve your customer service. Interested? Please feel free to contact us with no obligation. Together we will create the ideal customer journey for your customers.