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Contact Center Team Productivity Suites Enhance Efficiency
by Spanlink
Communications
Published 2006, Posted December 2006
Abstract:
Contact centers can dramatically increase efficiencies and customer satisfaction by using advanced team productivity suites. These packaged solutions merge enterprise applications and Web services developed through a service-oriented architecture (SOA) with IP contact center resources to deliver a new level of productivity applications to agents, supervisors and administrators. Installed in days versus the months required with custom solutions, an advanced contact center productivity suite will enhance customer-enterprise relationships and facilitate the development of new enterprise applications to link customers’ day-today needs with enterprise offerings. They deliver sophisticated agent and supervisor functionality by combining soft phones and task bars with automated customer account data and pre- or post-call actions, Web browsers, caller ID, dialed number identification service (DNIS), interactive voice response (IVR) system data and enterprise applications, giving team members the facility for a systematic approach to retrieve and enter data to allow the enterprise to address customer issues and develop sales opportunities.
Contact center productivity suites allow front-line agents in contact centers of all sizes to focus on resolving customer issues, generating revenue, increasing customer service efficiency and boosting overall customer satisfaction and enterprise relationships.
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