Call Center Solutions
CONTACT™ by Datasquirt lets customers communicate with organizations and call centers by SMS/text, email, fax and open media. Today people have more choices with how they communicate than ever before. Traditional channels like voice and mail are now complemented by electronic media (email and SMS/text messaging). The pervasive presence of the mobile phone has seen an explosive growth in the use of SMS. For many people it has become the communication method of choice - it's low cost, immediate and intimate.
CONTACT™ lets you harness these new channels to increase your ability to communicate with your customers.
How does it work?
CONTACT™ complements existing ACD (Automatic Call Distribution) systems and works in a similar way. It queues inbound SMS, email, fax and media objects and delivers them to the relevant agent in each queue. Inbound and outbound messages can be fully automated (account balances, orders, surveys, polls and more).
Why would I change the way I'm doing things now?
CONTACT™ provides your customers with a greater choice of communication channels, giving them options that will never keep them waiting. You get greater access to your own customers, and you can communicate with more immediacy and intimacy than ever before. The billions of SMS messages sent each day demonstrate how rapidly SMS has become the channel of choice for many people, now CONTACT™ lets you into their world.
CONTACT™ allows you to manage, queue and process SMS, email, fax and other media objects in real time using a centralized application that processes both inbound and outbound messages. Because it is designed around existing call center processes and performance measures, moving into CONTACT™ requires only minimal training for your agents.
What will I need to make it happen?
Unlike traditional ACD systems, CONTACT™ does not require you to buy and implement hardware and software if you don't want to. Many of our clients prefer Datasquirt's 'On Demand" hosted (ASP) solution, which means you connect to it using a secure internet connection. All you need is an internet connection and browser at each agent's work station.
How can I measure performance?
You'll be able to measure your center and staff performance for handling SMS, email and fax contacts in the same way that you measure your telephone contacts. 'Grade of service', 'wait time', and 'handle time' are all available in real-time and for historical reporting.
What information can I collect with CONTACT™?
CONTACT™ is also a CRM/contact management system, which accurately records all inbound and outbound customer messages and client notes - allowing you and your staff greater insight into your customer's needs and contact history.
Features:
- Virtual WallBoard: Grade of service, wait times and handle times are all displayed in real time for each agent, team and the contact center as a whole.
- Operations Console: A snapshot of inbound and outbound SMS, email and fax customer contact activity by agent, team or across the center.
- Messaging Console: The heart of CONTACT™, where SMS, email and fax contacts are reviewed, replied to and categorized.
- Quality Assurance: Review contacts to ensure they are appropriate BEFORE they are sent to your customer. This is an excellent resource for staff coaching and performance measurement.
- Template Messages: Ensure your non-voice contacts are consistent, professional and appropriate while reducing handle times and labor costs.
- Real-time Reporting: Understand and manage inbound and outbound activity - by queue, customer or agent. This is designed to integrate into general contact center workforce management and forecasting systems.
- Admin & User Overview: Management or key users can easily review and maintain the system.
- ACD / CRM Integration: CONTACT™ is designed, using standard Microsoft architecture and protocols, to integrate easily into your existing technology.
