Contact Centres/ Contact Management

A contact management solution is much more than a telephone answering solution. Contact center functionality offers the best way of connecting customers to a person that can help them with their enquiry. Unified Communications is beginning to extend this functionality beyond those that are defined as “agents” to encompass all key workers.

Contact management can extend the capabilities of the business beyond the physical locations it occupies. By facilitating seamless home and remote working, it reduces the requirement to have onsite dedicated staff as calls can be routed intelligently to the right person regardless of their location.

The addition of multimedia functions like presence, web chat, queuing emails and web forms, means contact management can significantly enhance the contact experience for both staff and customers.

With all of these achievable benefits, all aspects of call handling are based on the objectives of making employees more effective whilst improving the customer experience.

As part of an integrated communications environment, contact management can provide the following:

• Improved customer service
• Lower call abandonment
• Reduced call handling times
• Skills based routing
• Priority call handling
• Screen pop database information
• Remote working
• Information about callers before and after the call