How well your contact center agents communicate with customers is an important differentiator for your business. It’s no longer just about having call centre services that answer and route your incoming calls efficiently. It’s about a complete customer experience management that drives higher revenues.
CNS believe that your contact center platform should enable your organization to be agile in the way you interact with customers, should deliver a truly connected customer journey across all types of interactions and should be easy to deploy and intuitive to use.
Whether you are creating a new contact center or looking to upgrade an existing platform you have grown out of, Cisco solutions provides you with an effective way to start delivering tomorrow’s customer collaboration today. You simply select the solution that aligns to your contact center needs and then deploy it your way, either as a premise-based solution or as a hosted cloud-based solution.
Our solutions and services will help you optimise your contact centre’s performance and capabilities by looking at:
- Channel and enterprise integration – connecting technology platforms and communication channels into one solution that enables you to deliver consistent customer experiences across channels, while allowing your customer the choice of channel that best suits its needs.
- Workforce optimisation – maximising your agents’ effectiveness by providing the business tools that enables quality and performance management, training, forecasting, scheduling and adherence, to deliver exceptional customer experiences
- Business intelligence – providing insights into customer behaviours, trends and practices that are critical to execute and measure operational and strategic improvement. Our approach to business intelligence equips you with the ability to exploit customer interactions and drive profitable relationships.
- CRM – designing and optimising processes, workflows and knowledge management for end-to-end customer relationship and lifecycle management. Our approach focuses on adopting an integrated approach, harnessing transaction and preference data.