Cas d'utilisation · 24 Apr 2018

Augmentez la productivité des agents de votre centre de contact

Comment votre visibilité peut-elle améliorer vos interactions client?

Vue d'ensemble

Votre centre de contact est une composante essentielle de votre entreprise. La visibilité complète de votre service client est essentielle, de la performance du personnel à la qualité de vos interactions client.

Vous devez corriger les inefficacités en vous appuyant sur une perspective claire de leurs causes profondes. Et vous devez réduire vos coûts en adaptant votre niveau de recrutement à l’évolution de vos besoins.

Et si pouviez y parvenir tout équipant et en informant correctement le personnel et la direction de votre centre de contact, afin de renforcer la sérénité dans le cadre des interactions avec vos clients?

Nos solutions de centre de contact sur site et sur le cloud offrent une résolution des problèmes rapide et une perspective avantageuse du comportement de vos clients, des problèmes liés aux processus et des opportunités de marché. Nous pouvons adapter les options de contact en fonction de vos besoins, ou encore automatiser et simplifier la formation de votre personnel.

Produits présentés

A scalable, multichannel contact centre allowing you to scale the number of agents you need quickly, while only paying for what you use on a per agent, per month basis.

Cloud Contact Cisco is built to handle large volumes of customer interactions but it’s also flexible enough to get you started quickly with only 50 agents through a single, easy-to-use multimedia interface.

Network your back-office experts into the front office environment so that your customers with complex needs are directed to the people best suited to deal with them.

We make it easy to have your contact centre in the cloud, making your organisation more customer-focused.

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  • Hosted and delivered from our global data centres, Cloud Contact Genesys delivers a complete customer contact service with consistent, seamless and personalised experiences across all touch-points. And we make sure there’s always alignment between the stage and type of customer journey. Your agents just need a network connection, browser and phone, and they can work from anywhere.
  • This secure private cloud solution combines our automated service delivery with Genesys SMART use cases. By templating design, processes, footprint, deployment and support, we reduce unknown elements, accelerate roll-out and speed time-to-value, so you can move quickly with confidence.

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A multichannel, ‘out of the box’ cloud contact centre which lets you scale the number of agents you need quickly, while only paying for what you need on a per agent, per month basis.

You only need a network connection, browser and a phone.

You can add new agents or amend call-routing rules in seconds, so you keep full service even if, for whatever reason, your staff can’t get to work.

You can integrate old and new applications and services, and get rapid, high quality information through a single, intuitive interface.

Cloud Contact doesn’t mean total change – it can overlay your existing contact centre infrastructure seamlessly, and grow as your business evolves.

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Voice. Visual. Text. You can have self-service covered and integrated into your overall customer service experience.

Give your customers the power of personalised, continuous, context-aware conversations across different channels (IVR, messaging / Chatbot, mobile, web), as well as different interactions (informational and transactional).

With Auto Contact, you can have:

  • state-of-the-art text and speech recognition, powered by natural language
  • dynamic personalisation that presents menu options based on likely user intent.

Which gives you harmonious integration with your overall customer experience, so your agents don’t miss a beat when your customers need transfer to live assistance.

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Improve your operational performance and customer engagement with Optimise Contact – available in the cloud or onsite - to make better decisions, increase productivity and improve your customer experience.

Optimise Contact: 

  • uses insight to identify any  inefficiencies, understand root causes and take action
  • makes sure you have the right people, with the right skills, at the right time to help your customers
  • improves your customer experience by reducing handling times and putting your customers through to the employees who can answer their enquiries first time
  • reduces costs by spending less time on dispute management with recorded calls and identifying and correcting any inefficiencies with call analytics.

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How your customers feel about you depends on how their experience of you matches their expectations.

Our consulting experts can review your contact centre operations to evaluate the effectiveness of your tools and technologies, your agent productivity, your key performance metrics and your internal processes. We spot gaps between your business goals and operations, help you deliver a more efficient customer experience and help you get the most from your current investments.

By working with us, you get a transformation roadmap that will make it easy for your customers to reach you, while optimising your operations to reduce costs and boost agent productivity.

Want to know more?

Get in contact with one of our experts to discuss your needs

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