We specialize in integrating in-house / bespoke applications to Cisco UCC Finesse. Whether you have the API or not, we can architect a solution to integrate and hence maximize the returns on your existing investment.
Click-to-Dial
Multi Channel
Outbound Calls
DTMF
Call Control
Campaign Dialing
Agent Work Modes
Call State
Update Call Attached Data
Screen Pop
Intelligent Routing
Multi Channel
Not Ready Reason Codes
Logout Reason Codes
Hot Seating
Mobile Agent
Configurable Button Enablement
Configurable Themes Analytics
Callers are dropping off in the queue, before they get transferred to an agent or during transfers. The most common reason for abandons is that callers are waiting too long or have become frustrated from being transferred from agent to agent. Our ValueAdd products can improve routing and empower agents with the correct information without having the customer repeat it.
Call attached data can be used in determining to whom calls should be routed. Companies can get very creative here.You don’t have to route just based on the caller’s selection through the IVR. Some organizations do data dips into CRM to determine who that call should be routed to like the last agent that handled their call or based on the customer location. Also, if the caller called from an unknown number and the record had to be manually searched for, with our CTI ValueAdd, the corrected or new customer data can be added to call attached data to be used at a later time for transfers, conferences and activity reporting.
People make mistakes especially when they are rushing. You want to make sure that the call timestamp is there, the type of call it was – inbound/outbound, and some call notes. You also need that activity to be associated to the correct entity. ValueAdd integrations can do a lot of this for you so your agents can just focus on the call notes.
If customer satisfaction is low a great way to increase it is to help agents know and recognize their customers. The more efficient but personalized you can make a customer interaction the better CSAT rating you will have. We can be study your business and offer cost effective solutions.
Your call durations are too long and this should be a concern if your CSAT is low and you have too many abandons or the queue is backed up. Screenpops help reduces the time spent manually searching.
You may need to hire more contact centers but more likely, you may need to do more with routing the calls and organizing skillsets. Agents that are trained in the product or service that the caller wants to discuss handle calls faster than those that do not and must consult with others or look for information. Agent ValueAdd prompter / trainer gadgets can help.
Agent experience is improved by CTI and their own improvement graphs / stats. By helping them be more efficient, their job satisfaction increases. Agent activity reporting isn’t reliable? People make mistakes especially when they are rushing. You want to make sure that the call timestamp is there, the type of call it was – inbound/outbound, and some call notes. You also need that activity to be associated to the correct entity. Our CTI ValueAdd, can do a lot of this for you so your agents can just focus on the call notes.
Our Value Add products can reduce the number of agents needed within the contact center because they are operating more efficiently.
