INTERACTION MANAGEMENT INBOUND/OUTBOUND DIALING
Clients come first. Regardless of the media, agents can seamlessly
manage all inbound and outbound media interactions from a single,
browser-based user interface. As new client interactions arrive, agents
receive Computer Telephony Integration (CTI) screen pops from
ODBC-compliant data sources to quickly identify the inquiry and
guide them to a quick and accurate resolution.
Client Care
Providing clients easy and flexible ways to contact your company is a
key competitive advantage. Enabling clients on the Web to request
an automatic call back, immediately or at a specified time, increases
client satisfaction.Offering clients the ability to leave voice messages,
extends their interaction capabilities and improves your message
handling response times as you easily and intelligently route e-mail,
voice mail and faxes to agents in appropriate workgroups as they
become available. |
