A contact centre is your primary line of customer service and customers will form their initial opinions of your business from the experience they receive.IP contact center solutions make invaluable reports for managers to help them plan for quiet and busy periods, monitor and track queue and response times and evaluate individual agent’s performance.
The insight of a Contact center India is that it is a bulky bustling department in a head office. But this is not the case with IP and small companies now have the flexibility to operate a contact centre with just a few people whilst portraying the image that they are a large global company.
The multi-media contact centre using email, fax and phone is stepping up to the next level using real time communications on the agents desktop combined with real data, which can be integrated into Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) applications, a true next generation application.
The Microsoft Live Communications Server and the Mitel Live Business Gateway provides real time communication with a perceptive interface on the desktop and facilitates closer team working incorporating different ways of communicating, such as email, secure instant messaging, voice and video conferencing, and the ability to share documents. Imagine this scenario in a contact centre environment seamlessly bringing remote and office based agents together to answer a caller’s query in a first time resolution.
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