Contact Center technologies are meant to satisfy customers’ needs and expectations when calling a company. The greeting service is the first contact with the company and its quality contributes to create customer loyalty.
The situation most people think about for calling an enterprise is to purchase. But a customer can also call the company to get information (about products, opening hours, his account), to complain, to get help or technical assistance (helpdesk, hot line).
Depending on the situation and the enterprise’s activity, the customer needs may be different:
• have a quick answer (or he hangs up after a short ringing time)
• be recognized (to be answered by the same person each time he calls),
• get a contact even outside working hours.
When installing a Contact Center the company wants to satisfy its customers while minimizing costs and increasing sales: recognize VIP to answer them first, recognize calling customer to open his file in the customer data base, have efficient calls. To check if the system is appropriate, he also wants tools to evaluate how the system behaves and if it is properly sized through information like number of calls (answered and lost), waiting time, and agents’ activity.
Aastra can provide technologies to meet all these needs starting with simple call routing with easy evolution towards multimedia contact centers and integration with customer relation management tools.
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