Seamless Customer Service

Unified Communications Application Seamless Customer Service™ Whether you’re servicing customers or selling products and services, your success depends on your ability to respond to your customers and to changing market conditions. Yet, responding to. increasingly dynamic conditions and strategies is too often a struggle for contact center managers. Offering customers voice self-service options, while ensuring that they don’t have to repeat information to an agent, is a complex undertaking. Responding to inquiries that require expertise from outside of the contact center can give rise to costly, time-consuming transfers and callbacks. Managing this dynamic environment requires analyzing sometimes conflicting metrics from disparate applications that generate their own reports. And, absorbing increasing call volumes, while managing within flat year-over-year budgets, is too often today’s norm. Seamless Customer Service is a unified communications application for the contact center that unites inbound routing and voice portal capabilities to reduce cost-per-customer inquiry and delivers a new way to coordinate self service with assisted service to improve first call resolution and enhance the overall customer experience. Whether your contact center is centralized or distributed, Seamless Customer Service brings your business rules, hard-learned best practices and administration into a centrally managed platform. Unifying command and control of your contact center operations reduces costs and simplifies training for managers and supervisors. . © 2009 Aspect Software, Inc. All Rights Reserved. SEAMLESS CUSTOMER SERVICE™ Reduce Cost and Complexity by • Data-Directed Routing – prioritize, manage Eliminating Computer Telephony Highlights and route customers based on customer Integration (CTI) Expenses relationship management (CRM) or other Legacy interactive voice response (IVR) — Orchestrate the desired back-office database queries. customer experience with systems often fail to share information gathered user-friendly tools. from the customer. Making disparate IVRs • Multisite Routing – create a virtualized contact and automatic call distributors (ACDs) work center to route and deliver the contact to the — Transfer data seamlessly from together requires complex CTI, if they can best-suited agent in the enterprise. self service to a live agent . be tied together at all. Keeping current with • Queue Optimization – give customers the with screen pop to the agent the latest product releases and programming choice to be called back based on their desktop. interfaces becomes a full-time job for a estimated time in queue or at a later time of single site, let alone when distributed across — Engage expert agents with their choosing. presence via Microsoft® multiple sites. And, when something breaks, • Abandoned Call Recovery – capture the Unified Communications to troubleshooting problems means deciding phone numbers of customers that hang up improve first call resolution. what product is to blame and then coordinating multiple vendors to find a resolution. automatically via a recovered call list. — Measure customer Seamless Customer Service™ unites inbound • On-Demand Agent - empower off-site, on- satisfaction with automated demand agents to seamlessly support your post-call surveys. routing and voice portal capabilities to reduce your cost-per-customer inquiry, as well as customers and provide for efficient trunk — Gain visibility into self service eliminating the complexity of maintaining and usage and reduced call duration costs. and live agent contacts via integrating legacy point solutions. Capabilities • Controlled Call Connection - enable agents to real-time and historical include: have the ability to accept or decline inbound reporting. Voice Portal – deliver rich voice self-service interactions. applications leveraging VoiceXML-based Unified Administration – leverage a single speech applications. If the customer needs Capabilities administration point for managing all to speak to a representative, the information interaction types so your contact center gathered during the self-service session is — Reduce cost and complexity managers can configure and provision made available to the agent, enhancing the by eliminating computer inbound and outbound voice, email, Web overall customer experience. Managers can telephone integration (CTI) and fax services and campaigns, all from a expenses. leverage premise-based or hosted voice portal single desktop. Using dynamic provisioning capabilities. Callers are managed though tools capabilities, administrators and supervisors can — Improve customer satisfaction that visually script and monitor the customer make real-time changes to agent and system by enhancing the experience experience using standards-based speech or settings as they manage contact center service from self service to assisted touch tone for self service. service. levels with no need to stop and start systems or Inbound Routing – deploy advanced routing. services. strategies across inbound and voice portal — Increase first call resolution Unified Reporting – obtain a comprehensive rates through data-directed to deliver a consistent customer experience view of your contact center performance by routing and expert agent when moving from self service to live agent eliminating the need to integrate reporting data accessibility. assist. Apply dynamic business rules across from multiple point products. Gain visibility into the enterprise to respond to changing market — Improve competitive your customers’ experiences, both historically conditions and consumer demands. Seamless distinction and brand and in real time.