At ContactOne we believe in creating more successful conversations by using true omni-channel engagements that enable business-to-consumer (B2C) organisations to communicate with their customers via the customers` channel of choice.
Customers want the ability to converse with a contact centre through their media of choice without unnecessary repetition of previous conversation elements...just one conversation across all media types. Our advanced agent workplace does just that allowing the agent to view the whole, threaded conversation, along with the notes made during each communication. Consistent engagement across all media, along with sophisticated routing and a blended, universal queue makes it easier to up skill agents from a single media to interactions spanning all media channels.
Contact centre managers want extensive, real-time information, with scheduled email reporting on daily, weekly and monthly trends. With a wide range of widgets our platform delivers data in a clear digestible format enabling contact centre managers to easily create, and share, real-time analysis wall boards to show information in a way that`s relevant to their business needs.
Supervisors need basic information about calls in progress, contact centre / agent performance and real-time agent availability. Our supervisor dashboard widgets show this information and much more. They are optimised for the needs of the contact centre supervisor and, like the analysis widgets, can be combined by the supervisor to show the exact information required.
Understanding what your customers think is a key element of the modern, B2C contact centre, which is why ContactOne`s Contact Centre platform incorporates both a CSAT module for real-time Voice-of-the-Customer (VoC) feedback along with a Monitoring and Engagement module for Social Media and Review sites.
Find out how ContactOne can help you have more successful conversations, visit us at stand 2250 for a free demonstration of our Contact Centre platform.
Contact One is a trading name of Telecoms Solutions Limited, and partners with Citrus Telecoms, to provide a range of voice and digital services to business working in the B2C market space.
Tel: 0330 880 4444