Organizations are shifting focus from mere profitability to a sustainable business model that will ensure continued sales in the distant future. Smart companies are now moving from the dated concept of a cost focus to more customer-centric strategies that are aimed at not only acquiring new customers, but nurturing them overtime to build a loyal following of satisfied customers that will guarantee profitability for the company on an ongoing basis.
Just like any relationship, customer interactions need to be nurtured by listening to your customers, understanding their needs and providing them with a great experience while they interact with you. The ultimate goal of deploying advanced technology in a business environment is largely the same - to provide better customer service and improve customer experiences. Most businesses already employ some form of a contact center without realizing it. But by making these customer interaction centers, contact centers or help desks more strategic to the enterprise's core business, organizations s can deliver superior customer experiences which in turn can help drive sustainable growth and competitive differentiation.
Key features for call centers
- Automatic call distribution (ACD): The system automatically picks the next available agent for incoming calls.
- Multi-queue agent log-in: Agents can be logged into different ACD at the same time.
- Caller-ID control: One ACD can handle multiple DID e.g. for virtual offices
- Agent statistics: Agent activity can be monitored in real-time and on end-of-day basis.
- Call reporting/accounting: Call data records can be exported in a variety of different formats.
- Call recording: Calls can be automatically recorded.
Vodia's contact center functionality combines the best practices of unified communications and customer service by providing businesses with all the necessary tools required to convert first time customer interactions into long lasting customer relationships. A fully self-managed solution that requires minimal intervention, Vodia's call center capability can help you streamline your business operations and improve communications by delivering a powerful suite of Automatic Call Distribution (ACD) features and other cornerstone features of contact centers including IVR Voice Assistants, Agent statistics reporting, Call accounting, Agent coaching and Call recording capabilities.