• Moving from Traditional Call Centre to Omnichannel Contact Centre

    Moving from a single channel voice-only call centre to an Omnichannel contact centre requires the right tools – Unified Agent Desktop, Unified Queuing , Unified Dashboard and Reporting and Unified Workforce Management. Without such tools you may service multichannel interactions with a unified agent who acts as the human “glue” trying to tie together multichannel interactions.

    Contact Us for a session on moving to a Ominchannel Contact Centre

  • Concerns on having your Contact Centre in the Cloud

    When Moving from an on-premise contact centre to the Cloud, you may have some concerns:

    • will a cloud contact centre be reliable, secure and scalable?
    • will the cloud contact centre be affected if the internet fails?

    Contact Us for a session to discuss your concerns about your contact centre in the cloud.

  • Transition from On-premise to Cloud Contact Centre

    When moving from an on-premise contact centre to the Cloud, we will be able to help you:

    • compare advantages of moving to the cloud
    • compare costs advantages of a cloud over a traditional on-premise solution
    • carry out a cloud impact assessment
    • discuss how do you transition smoothly to the cloud

    Contact Us for a session to discuss how you can transition your contact centre to the cloud.

     

  • Unified Agent Desktop

    In an Ominchannel Contact Centre, each interaction channel is distinct in the sets of requirements for the Customer and Agent to communicate effectively. These interactions  need to be designed into the overall Agent Desktop to be effective. Our Unified Agent Desktop can support multiple concurrent channels of use by an agent.

    A Unified Agent desktop also brings together all the information that can address a Customer need including Customer Records, Product Records, Support History, Knowledge Base. A Unified Agent Desktop then orchestrates this information and tools based on customer context and defined process.

    The Oracle Service Cloud Dynamic Agent Desktop, Genesys PureCloud and Genesys PureConnect are  state-of-the-art examples of this form of Unified Agent desktop.

    Unified Agent Desktop, Unified Queuing, Unified Dashboard and Reporting and Unified Workforce Management while different concepts, work together synergistically to deliver great Omnichannel Customer Experience.

     

  • Unified Queuing

    Universal Queuing provides a set of consistent routing and service rules to apply across different Omnichannel interactions. Universal Queuing looks across available resources and bring those agent or automated resources to the issue. By managing against the skills, proficiencies and availability within an agent group, business rules can quickly be changed to react to customer needs.

    Unified Agent Desktop, Unified Queuing, Unified Dashboard and Reporting and Unified Workforce Management while different concepts, work together synergistically to deliver great Omnichannel Customer Experience.

  • Unified Real-time Dashboard and Reporting

    Aggregating and Correlating data from multiple business sources to deliver historical and Live actionable insights are critical to a omnichannel contact centre.

    For example when certain interaction queues approach defined thresholds, work queuing priorities and routing can be re-balanced to accommodate unmatched forecasted omnichannel interactions.

    Contact Centre Dashboard and Reporting must be fast and responsive to changes allowing contact centre to predict and avoid customer service issues, drive innovations and secure competitive advantage. Unlike tradition BI tools which takes weeks or months to generate using data warehouse, development and consulting, contact centre reporting and Live insights must be delivered within seconds in an easy to configure interface and come with prebuilt contact centre understanding.

    Unified Agent Desktop, Unified Queuing, Unified Dashboard and Reporting and Unified Workforce Management while different concepts, work together synergistically to deliver great Omnichannel Customer Experience.

    Unified Agent Desktop, Unified Queuing, Unified Dashboard and Reporting and Unified Workforce Management while different concepts, work together synergistically to deliver great Omnichannel Customer Experience.

  • Unified Workforce Management (WFM)