Customer satisfaction and brand perception are two important concepts that make for a successful business. Providing a customer care center for our clients is one of our strengths. We have extensive experience integrating proprietary systems with Telecom+VOIP, Call Flow and Queue controls (ACD), Interactive Voice Response (IVR), and Text Message (SMS) systems.
Short for Voice over IP, Telecom+VOIP is a phone system that works by translating phone signals into data packets that are exchanged between callers via the internet. If your company’s phone system is not keeping up with the demands of your business or you happen to be missing sales calls it may be time to upgrade to Telecom+VOIP and start letting the internet help you with your calls.
Call Flow and Queue Controls (ACD)
An Automatic Call Distributor (ACD) is used to distribute incoming calls to specific agents in a call center. This is useful when you want to connect customers with an agent who specializes in a field your customers need help in. ACD’s are used on a first come first serve basis until an agent becomes free. This could be beneficial to your company if you do not have enough agents to answer the phone since the alternative to ACD’s for customers are to either hang up or wait for a general agent.
Interactive Voice Response (IVR)
In some companies, it is helpful to have an interactive voice response system that interacts with callers through the use of a voice and the number keypad. This is helpful when you have a large influx of callers and limited agents. Sometimes the IVR can help a caller to solve their problems without having to talk to a human agent.
Text Message (SMS) Systems
A lot of cell phones nowadays have text message capabilities. Text message systems are used by companies to send text messages in large amounts. Using a text message system can be useful for call centers in order to respond quickly and save time, for example a text informing customers how long their wait time is or to send customer satisfaction surveys.
This is just a sample of what we can do. We have 15 years of experience working in nearly every technology and industry. Whatever you are doing, we've done it and are prepared to tackle your project. Reach out and we will discuss it with you.