More and more call centers are implementing powerful integrated applications, like the robust, on-demand fully unified system developed by SafeSoft Solutions. Our feature-rich inbound and outbound software helps contact centers of all types and sizes to increase efficiency, reduce costs, and improve interaction management with existing and potential customers.
Because over the past decade, contact centers – both inbound that handle customer service or technical support, as well as outbound that focus on sales and marketing – have evolved to become key strategic entities. Donna Fluss, principal at DMG Consulting believes that within the next five to ten years, contact centers will become key revenue-generating departments in most organizations. With integrated software, they can achieve their mission-critical goals, and maximize their contribution to the corporation’s bottom line.
Contact centers across all industries are leveraging unified applications by SafeSoft to improve all aspects of their operations. Some of the key components of our hosted system include:
Computer Telephony Integration
CTI applications from SafeSoft, part of our comprehensive suite of unified systems, seamlessly link all customer communication channels – phone, fax, email, and Web – with agent desktops. When implemented as part of an enterprise-scale, integrated solution, our CTI environment can deliver dramatic increases in agent productivity, while significantly reducing call lengths and optimizing service delivery.
Automatic Call Distributor
The SafeSoft system includes an innovative ACD, which provides highly intelligent routing of incoming calls, distributing them to individual agents, or a group of agents, based on pre-defined criteria such as dialed number, location of caller, etc.
Interactive Voice Response (IVR)
Our IVR is a robust software package, integrated with ACD, that helps minimize hold and wait times. IVR also improves customer interactions by allowing callers to conveniently access routine information 24 x 7, such as account balances or sales order status, using their touch-tone keypad.
Recording and Monitoring
The SafeSoft Solutions integrated software package provides comprehensive recording and monitoring capabilities that empower supervisors with the tools and insight they need to better evaluate – and enhance – agent performance and effectiveness.
VoIP
No integrated solution would be complete without full support for VoIP technologies. Our outbound system leverages VoIP to dramatically reduce toll charges, while maintaining optimum voice quality. While VoIP offers cost saving advantages to all contact centers, it is particularly beneficial for distributed or virtual call centers that employ remote agents.
How can our unified solution improve operations at your call center? Try it – with absolutely no cost or risk – and see for yourself!
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