AI Cloud Contact Center
Contact Center Live offers the following solutions, among others:
Call me now
With "Call Me Now," you offer your customers the option of calling them immediately or at a later time. This is an excellent way to spread the load on your contact center.
Supervision
All relevant information at a glance
The supervisor has real time visibility, allowing him/her to see at a glance all relevant information (AHT, SLA, waiting, abandoned, etc.) of the contact center.
The supervision screen includes a toolbar with telephony functions that allow the supervisor to listen in, whisper, enter into conference calls, send messages, record calls and take over screens in order to provide optimal support to the agents.
Using these comprehensive supervision tools, the supervisor can thus monitor the status of the agents at any time and make adjustments if necessary.
Scripter
Creating web scripts quickly and efficiently
Contact Center Live has an integrated scripting tool where you can easily create scripts that can support your agents during the customer dialogue.
In addition, this scripter is also suitable for creating links to other applications and databases. This allows data to be displayed, modified and written directly into back office systems via the script.
- Creating web scripts quickly and efficiently
- Record and track data being written to databases
- Automatic sending of emails and text messages
- Simple CTI connection
- Integration possible with other applications and infrastructure
Marnix Somers:
Also integrate Vocalcom into your communication channels?
Improve your customer contact today by integrating all your communication channels into Vocalcom. With our solution, it is a lot easier for your employees to work, and they are easier to monitor.
Reporting
To measure is to know
- 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 determining the number of agents needed per shift
All information around the campaigns is written away in databases, so the application can provide crucial information on all contact center statistics if needed.
Blending
Offer your employees varied work
By using blending, it is possible to have your contact center employees handle multiple types of customer contacts (inbound and outbound calls, e-mail, chat) simultaneously or one after the other. For example, in addition to answering inbound calls, an employee can also answer emails and/or be deployed on an outbound campaign.
The advantage of blending is realizing optimal efficiency of deployable contact center employees (higher utilization). In addition, you can offer your employees more varied work by using blending.
Preview
The dialer shows the agent information about the next person to be contacted before establishing the call. The preview mode allows the agent to prepare the call and look up relevant customer information.
Progressive
The dialer manages the call file fully automatically. Once an employee is available, the system calls the next contact and sends the call along with the associated data screen to the employee. Once the call is handled, the dialer launches a new call. Progressive dialing is primarily used in a business-to-business environment.
Predictive
The predictive dialer anticipates and eliminates non-productive calls, where no call is established such as busy tone, no answer, fax number, or wrong number. With predictive dialing, effective call time is significantly increased (up to 40%). You can also set the calling speed.
Don't call me
The 'don't call me' (BMN) functionality is integrated into the AI Cloud Contact Center environment by default. This allows users to comply with the 'Don't Call Me' legislation. The BMN-IVR can be flexibly set per campaign.
The BMN data can then be easily exported according to the format defined by the "Don't Call Me" registry.
Chat
With Proactive Chat you can help customers and web visitors find answers to all their questions in a targeted way. This live support is offered via chat if the click behavior of the visitors gives reason to do so.
Proactive Chat prevents visitors from unnecessarily leaving your website to contact your organization through other channels, or even move on to a competing provider. This allows you to better engage your (online) customers and at the same time increase your sales conversions.
IVR
The simple graphical interface allows you to set up your own Voice Response and easily adjust it based on current traffic conditions. Customization is possible from any type of device (PC, laptop, cell phone).
By using an IVR, you can easily increase your organization's telephone accessibility. By means of the IVR, the customer hears a choice menu. Based on the choices entered, 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, while helping your customers sooner and better.
AI Customer Support
Tickets
All customer contacts at a glance
With Zendesk, you centralize all your customer contacts, so nothing escapes you and everything is searchable from one location. Whether your customers contact you via email, the phone or a chat session, you can manage all contacts from one system.
Knowledge base
Help customer help themselves
Enable your customers to quickly find answers themselves in a knowledge base. The knowledge base is easily customizable to their needs and design. Expand the reach of your environment by allowing your customers to share articles, ideas and questions through their favorite social networks.
Chat
Personalize your business
Make contact with your customer interactive by communicating with them through live chat sessions. Easily add chat functionality with your company and brand to your website and increase your support productivity and therefore customer satisfaction. When a visitor comes to your website, you will know who it is and what pages they are viewing.
Elmer Sadikrama
Also integrate Zendesk into your customer service?
During our demo, discover how Zendesk can improve your relationship with your customers and provide you with an experience that meets their expectations. We will be happy to show you the possibilities to arrive at the ideal solution.
Report
To measure is to know
By effectively measuring the performance of your team and team members, as well as customer trends and developments, you improve your support organization. Zendesk offers comprehensive reporting and analysis tools for this purpose, consisting of more than 20 ready-to-use, fully customizable reports and dashboards.
Business Rules
Improve response times with smart automation
Increase productivity by automating business rules and predefined responses to frequently asked questions. Identify and respond quickly to high-priority issues with configurable ticket views.
Security
Your data is private and secure
Your data is protected at multiple levels by modern security services, including physical security, infrastructure security and application security. Zendesk servers are hosted on Tier III, SSAE-16- or ISO 27001-compliant facilities. The security approach has been assessed as part of the Zendesk SOC 2 Type I certification and the risk analysis process aligns with the ISO 27001 standard. This ensures your data is private and secure.
Mobile
Support from any location
Customer service doesn't stop when you leave your desk. Zendesk offers proprietary apps for your favorite mobile devices so you can receive real-time notifications, view and respond to tickets. This allows you to be there for your customers at any time and from any location.
Contact Center Live (CCL) has proven to be a trustworthy partner from the start of the implementation till far after we went live. CCL was prepared to go the extra mile to deliver a system which meets all of our expectations. Their expertise and experience was a valuable contribution to our solution.
I have known Contact Center Live for about 7 years now as a multi-platform consultancy partner for contact center related applications. When looking for a partner to help us organizing Zendesk to match our growth and wishes for the next years it was clear CCL would be invited at the table. After alignment they were quick to start making our use of Zendesk more functional and offer diverse options from short to long term commitments which made us (an international e-commerce firm with 80 seats) decide to connect ourselves to CCL for the next 3 years. Since then they have proved to be very pro-active, relyable and all together nice people to work with. Biggest achievement: putting up our HelpCenter through Zendesk just before Black Friday which proved itself by lowering calls and mails in great numbers.