Today, most contact centers are required to meet and exceed key business objectives that focus on cost containment, customer satisfaction, and revenue generation. Unfortunately, the unpredictable nature of the contact center makes it difficult to simultaneously achieve these business objectives without incorporating excessive human monitoring and intervention.
By detecting and evaluating the effectiveness of a contact center’s resources, traffic and outcomes, the Dynamic Contact Center will optimize the value of any interaction to meet the company’s multiple business objectives. Ultimately, the real-time orchestration capabilities of the Dynamic Contact Center helps companies provide superior customer service, improve their agent productivity and satisfaction, and meet key revenue generation goals.
Key Benefits
- Increase caller satisfaction through improved agent performance, and knowledge-worker expertise.
- Improves agent flexibility and efficiency simplifying business application integration.
- Integrate inbound and outbound voice applications with real-time chat, web collaboration, and e-mail.
- Reduce operational costs, consolidate internal and external information and guarantee a closed loop cycle.
- Provides advance and real-time analytical metrics to respond, adjust and improve the business objectives.
Solutions
- Contact Centres
- Computer Telephony Integration
- Interactive Voice Response
- Multimedia Recording
- Speech Recognition & Speech-to-Text
Uni Systems has developed the best practices that, in combination with the appropriate tools, respond to main business challenges, such as Customer Experience improvement, Cross-Sell & Up-Sell capabilities, and the increase in productivity and satisfaction of Agents.
The implementation of the Business Process Routing procedures in real time for all channels, voice, e-mail, Fax, IM, Chat, work items, tasks is optimized based on the value of the interactions and the resources available.
The solutions provided fully utilize the additional functionality offered by the introduction of Internet Protocol (IP) to reduce costs, create simpler control and management, utilize resources located at remote points, unify new media and functionalities such as IM, video and presence, and implement a Virtual Contact Centre.
