Contact Comms

Harness new channels to communicate with your customers

CONTACT™ adds SMS/text messaging, email, web chat and fax communication channels to your contact centre environment.

CONTACT™ lets you harness new channels to communicate with your customers to improve contact centre productivity and enhance the customer service experience.

Queue, manage and keep records for inbound and outbound communication using:

• SMS/Text Messaging
• Email
• Web Chat
• Fax

CONTACT’s key point of difference is in its ability to provide this wide range of non-voice communication channels in one solution, that is easy to use and implement, allowing you to leverage new ways of interacting with your customers and offering value for the Contact Centre and customer alike.

Expand your customer contact capabilities using CONTACT:

• Increase your accessibility to customers
• Enhance customer experience
• Increase productivity
• Manage operational costs and improve efficiency
• Web-based, easy to use, available as a hosted or onsite solution
• Fast and simple to implement.
• Time was people communicated in person, by phone or by mail. Times have changed. Now email, web chat, fax and SMS/text messaging are part of the communications mix.

Chances are you are already handling some non-voice channels today, either complementing or, in some cases, replacing traditional channels. And you may be finding it’s proving a challenge to offer and manage these channels in your business. Or you may just want to get started in incorporating some or all of these channels into your customer contact strategy.

The challenge and the opportunity is to integrate these new non-voice communication channels effectively in your contact centre to increase productivity, manage costs, improve efficiency and enhance the customer experience.

CONTACT meets that challenge by providing an integrated system that allows you to communicate with your customers in all or any mix of these channels and keep a full customer contact history.

How does it work?

CONTACT complements existing ACD (Automatic Call Distribution) systems and works in a similar way. It queues inbound SMS, email, web chat or fax messages and delivers them to the relevant agent in each queue. The processing of both inbound and outbound messages can also be fully automated (account balances, orders, surveys, polls and more).

BUSINESS CASE BENEFITS

Reduce costs:

• Part or full automation of non-voice channels to manage labour costs and increase staff productivity.
• Using convenient but less time-sensitive channels smooths demand on resources in the contact centre.
• Highly customisable message templates reduce message-handling times.
• SMS competition manager manages entry, automated entry acknowledgement and database collection.
• Detailed traffic analysis reports available for workforce management/forecasting systems.
• Designed using standard Microsoft architecture and protocols, so it is easy to integrate into existing enterprise systems.

Enhance your customer relationship:

• Customer contact tracking is integrated in the system, providing full and detailed customer contact history at a glance.
• Comprehensive reporting, integrated quality control to ensure positive customer experiences.
• For outbound communication or marketing
• Ability to build marketing databases through automated opt in processes.
• Quick and easy broadcast messaging by uploading customer details in bulk and grouping customers for outbound communication campaigns.
• Real-time reporting of all inbound and outbound contact is available by activity or campaign and by queue, customer, and agent.

Improve efficiency:

• Real-time information via the Virtual Wallboard shows contact centre metrics including grade of service, wait times and handle times.
• Easy visibility and ability to access 'open' customer contact activity across the centre, from micro contact detail for frontline staff to a macro overview for management.
• Automated delivery. Outbound messages can be sent immediately, or scheduled for future delivery.
• Quality module allows review of outbound contacts before they are sent to the customer, giving the ability to amend as appropriate. Detailed user history allows agents to learn from amended outbound contacts.

CONTACT, adds text messaging, email, fax and webchat capability to existing call centre environments and enhances traditional voice communication.

CONTACT is a web-based application that fits the emerging 'software as a service' business model. Easy to use and implement, it allows you to leverage new ways of interacting with your customers:

• Manage email campaigns
• Email marketing tools
• Broadcast Campaign management
• Broadcast Email Campaign management
• Broadcast SMS Campaign management
• Improve customer service levels
• Marketing campaigns by SMS
• Send SMS messages to customers and receive replies
• Two way SMS communications
• Send alerts by SMS text messaging
• Appointment reminders sent by SMS
• Promotional offers by SMS
• Web chat for business
• Chat online with customers via web chat
• Multi channel communication tools
• Customer contact via non voice channels
• Customer contact via SMS
• Customer contact via mobile
• Non voice communication for business
• Multimedia communication for business
• Reduce operations costs using non voice channels
• Reduce operating costs using non voice channels
• Improve Contact centre productivity
• Improve Call centre productivity
• Contact Centre Solutions
• Hosted Contact Centre applications
• Hosted Contact Centre solutions
• Hosted applications for contact centres
• Debt collection via SMS
• Debt collection via mobile
• Delivery notifications via SMS
• Contact management processes
• Manage Outbound campaigns with SMS
• Manage Outbound campaigns with email
• Increase Customer Satisfaction in contact centre
• Template messaging for contact centres
• Real Time reporting for contact centres
• Reduce avoidable contact
• NI14
• Customer management business processes
• Order entry via SMS and Email
• Overdue account notifications by SMS or email
• Automated “self service” account balance requests by SMS or email
• Emergency event notifications by SMS or email
• Power outage notifications by SMS or email
• Appointment reminders by SMS or email
• Account expiry notifications by SMS or email
• Account enquiry by SMS or email
• Information pack requests by SMS or email
• Customer feedback by SMS or email
• Marketing campaigns by SMS or email
• Marketing competitions by SMS or email
• competitions by SMS or email
• Voting and election enrolment by SMS or email
• Reduce in-bound and out-bound call volumes with SMS or email
• Automation and self-service
• Increase customer retention
• Increase customer acquisition
• Software as a Service (SaaS)

Click on the links below to download Contact™ brochures and Screen Shot Presentation