IP Contact Centre
An IP-enabled Contact Center gives representatives access to all telephone, e-mail, fax, chat and web customer communications. With the capability of providing support for internal and external business infrastructures, the IP Contact Center provides multiple points of ingress and egress on a converged network. Digicel Business enables organizations’ IP Contact Centers to go beyond telephone calls and create an integrated platform that provides live interaction response, accurate information access and improve the overall business process.
Key Features
- Call Routing
- Multi-channel
- Outbound
- Self-Service
- Workforce Optimization
Key Benefits
1. Segmentation of customers and monitoring of resource availability
2. Delivery of each contact to the most appropriate resource anywhere in the enterprise
3. Comprehensive customer profiles using contact-related data, such as dialed number and calling line ID
4. Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability and queue lengths)
5. Presence integration to increase caller satisfaction through improved agent performance, and knowledge worker expertise
Contact our Broadband Service Support Team for further details. Click here.
2. Delivery of each contact to the most appropriate resource anywhere in the enterprise
3. Comprehensive customer profiles using contact-related data, such as dialed number and calling line ID
4. Routing to the most appropriate resource to meet customer needs based on real-time conditions (such as agent skills, availability and queue lengths)
5. Presence integration to increase caller satisfaction through improved agent performance, and knowledge worker expertise
Contact our Broadband Service Support Team for further details. Click here.