Ceitcon Contact Center & IVR
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Every interaction have a great impact on your customers’ perception of your brand. Ceitcon Contact Center & IVR help you optimize your contact centers through design, development and implementation of strategies and programs that deliver a great customer experience in a cost-effective manner.
Ceitcon Contact Center & IVR solution aims to manages customer interactions. Our contact center solution handles inbound and outbound customer communication over multiple channels such as telephone, web, chat, email, messaging apps, social media, text, fax
Customer service can be a significant differentiator for your business, and your contact center is often the primary channel for most of the interactions your customers have with your company. Through a contact center, there are several ways you can ensure an excellent experience. For example, customers can take advantage of the self-service capabilities provided by your contact center in order to quickly perform common tasks. Contact centers can ensure customers are connected to the most suitable agent to resolve their problem faster. In addition, since the contact center supports multiple types of communication, customers can interact through the channel of their choice.
Since contact centers are a central point of customer communications, they can improve your business productivity when responding to numerous customer requests. Contact centers can provide your organization the ability to scale staff in response to customer inquiries, and automatically route requests to the most appropriate resource with real-time updates, allowing agents to respond quickly and efficiently.
Your contact center brings together customer interactions from across all communication channels. The data gathered from these interactions provides valuable insights that can help inform important business decisions. This information can help with product design, quality issues, and identifying patterns and problem areas across your customer’s journey of engagement with your company.
The In-Bound module serves to speed up incoming communication and make it more effective. It allows the contact center owner to utilize to the maximum the operators’ time spent with clients. Using parameter-based conditions, the In-Bound module channels the initial interaction through the system. The parameters can include time, knowledgeability of the client, previous contact history, responses from external knowledge or information systems or, for example, the client’s business potential.
Ceitcon Out-Bound module distributes and plans outgoing calls. It has been designed primarily as a suitable tool for telemarketing, satisfaction surveys and sales campaigns. Lists of contacts can be entered in the system manually or, using the available APIs, Ceitcon Module can be connected with the provider’s internal systems and the out-bound campaigns can be generated automatically from an LoB application. This module can for instance be used to retain clients whose contracts are soon going to expire, who do not regularly purchase goods or services etc.
Interactive Voice Response (IVR) module is no longer a mere means for quickly sorting out incoming requests. The module utilizes elements based on speech recognition, which make it conceivable to naturally categorize, explore by voice and clearly distinguish the caller based on voice biometrics.
WorkForce Management, provides input information for shift optimization based on historical statistical information and future traffic prediction. The module works with personal preferences of operators, vacation plans and planned marketing campaigns or events.
Smart Interactions with clients are fundamental – whether to move forward the quality of services given or to fulfill the statutory prerequisite to record. Smart Record has been outlined and created as a partitioned module of a more comprehensive program for Ceitcon contact centers. Pro-active advancement and nonstop criticism from clients are utilized to upgrade the arrangement with appealing functionalities and modules.
Ceitcon Social Systems module brings tools for compelling communication and is coordinates within the application’s local environment, which empowers administrators to serve all accessible channels from a single environment. The contact center owner can hence utilize the automatic adjusting of inbound interactions to utilize the operators’ capacity way better and guarantee quicker reaction times to client demands.
Ceitcon SMS module makes it conceivable to send brief messages for automatic notification but operators of course have an editor accessible to send customized SMS and get the same. Besides, there are pre-defined templates accessible to operators same as with any other kind of composed communication, and the foremost appropriate operator for taking care of an SMS request is chosen based on parametric input conditions characterized within the In-Bound module.
The HelpDesk module is utilized to record and oversee tickets, i.e., for incident management. It is valuable for companies that don't serve anonymous clients which wish to make strides the level of support given. The module is additionally suitable in circumstances when the reaction to a client’s ask isn't wrapped up in a single call or email message but requires more intuitive from different communication channels.
