Running a contact center isnu2019t always easy. Managers must not only ensure that agent staffing and schedule adherence are sufficient to handle peak volume, but also ensure the quality of the service they deliver.u00a0iSycolu2019su00a0Contact Center solution will provide your staff with the tools they need to meetu2014and exceedu2014your customer interaction objectives. From scheduling and monitoring…
iSycolu2019su00a0Dynamic Notification feature allows you to send outbound voice, SMS and email notifications so you can contact your customers using their preferred method of communication u2013 or choose the most appropriate one. Whether you use outbound notification foru00a0upsell, collections, appointment scheduling, customer care surveys or collections, highly versatile Dynamic Notification capabilities can be leveraged to…
iSycol Contact Center’s webchat offering (sometimes known as live chat) refreshes and modernizes the webchat experience to better meet contemporary expectations, providing an optimal chat experience even when agents are offline – which in turn boosts sales, captures more revenue, delivers higher customer satisfaction, and reduces churn. Styling and appearance are greatly streamlined to allow…
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information, and routes calls to the appropriate recipient. Some customers have more straight-forward concerns to address (e.g. checking an account balance or paying a bill), so the Contact Center IVR helps these customers self-serve without using up the time of a…
Instead of just routing calls and customer interactions to individual agents in a queue,u00a0iSycolu2019su00a0omni-channelu00a0Contact Center can group agents or employees into teams within each queue. This allows the automated distribution systems to route incoming customer interactions to an agent with the optimal combination of idle time and appropriate skills, while also factoring in customer priority….
Build customized IVRs that drive business and improve customer experience – in minutes. Interactive Voice Response (IVR) systems have been around for a long time. We’ve all used them, and when configured correctly, they can help boost sales, reduce churn, and increase customer satisfaction. However, due to their inherent complexity, IVRs used to require specialized…