The challenge for inbound operations is to resolve customer queries in the fastest possible time, using the least complex path. Softdial Contact Center™ (SCC) enables speed, efficiency and excellence to meet these goals, ensuring a smooth customer experience.
First impressions are important, and IVR is often the first contact customers have with a supplier. SCC enables clear and precise IVR flow design by providing a single tool to design and deliver even the most complex IVR flows.
Voice and data travel together
"But I just gave you my details!" This is the no. 1 irritation for customers in transferring from agent to agent, or IVR to agent. With SCC, when a transfer is necessary, all data gathered is passed with the voice call. Less hassle means happier customers.
SCC routes calls to the right agents, no matter where they are located, based on IVR selection, agent skill, recognised speech, CLI/ DDI, etc.
Customers leave voicemail using SCC's inbuilt voice recording facility. This can then be automatically emailed to a recipient, or even sent to an inbound email campaign, for further prompt action.
Home and remote workers
SCC supports work-at-home agents with the minimum of setup. All they need is a PC/ laptop, a hard/soft phone and ISDN internet access. All screen-pops and voice traffic are routed to them as if they were located in the contact center.
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