Our Solution
    Soup-to-Nuts: Global Customer Contact Centers

Call centers revolve around the telephone, while our contact center approach utilizes the web and its cutting-edge tools to deliver information-rich support that's efficient, intuitive, and empowering. With these state-of-the-art contact centers, service is enriched by the telephone, not defined by it. We seamlessly integrate multiple methods of contact: web-based self-help, web cases, real time communications such as advanced chat, in addition to the telephone.

End-users and support representatives can collaborate in a multitude of ways—selecting the most appropriate, cost-effective approach. For example, end-users can open a web case, submitting an inquiry directly to a support rep from within your website. End-users and support reps can also communicate in real-time by exchanging documents and graphics or jumping to other useful websites. Of course, the telephone is always available as a fall-back tool, allowing users to hear a human voice and get their issue resolved the old-fashioned way.

State-of-the-art telephony technology with automatic call distribution, interactive voice response, and computer/telephony integration, provides support reps with instant access to caller information. Caller expectations are managed with wait time notifications, while messages explain how to use web-based support and encourage end-users to try alternative sources of problem resolution.

And because our global customer contact centers are completely integrated, all support contact, regardless of method, can be captured for reporting. Queues and histories can be managed together, across all types of contact, based on your business rules, service level agreements, and escalation procedures.

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