Multichannel

Key Features

• Email - includes inbound and outbound email capabilities blended into typical contact center activities.
• Email response to inbound emails - Inbound emails are handled in a similar manner to inbound voice calls. The solution queues, routes, tracks, and reports all emails.
• Email agent proactive outbound - Agents can send emails, on customer or product information, from their workstation during an interaction. So the data can be discussed during the call, if needed.
• Web call back - Internet users can receive a call back from a live agent.
• FAX -  from agent desktops to the client during the customer interaction for product follow-up, program information, and so on.
• Text-based SMS messaging - provides agents with the option to send price quotes, specs or short i messages during or as a follow-up to the interaction.

Benefits

• Improved customer care - multiple and often more efficient multichannel customer contact management.
• Enhanced follow-up service - Customers can select the best contact channel to obtain or receive information including fax, email, text message, call back.
• Reduced response time
• Reduced costs - Facilitating lower cost communication channels such as text or email.