Overview

ThinkingContactCenter™ not only helps enterprise companies manage inbound and outbound call center operations, it can be a key driver toward enhancing overall customer satisfaction and securing competitive advantage.

Increase customer satisfaction. Deliver customer and sales prospects to the right agent, at the right time, with the right knowledge and information.

Lower costs. Operate your contact centers at lower costs. Cut initial CAPEX and ongoing OPEX expenditures by eliminating expensive on-premise equipment and replacing it with our cost-effective contact center applications deployed from the cloud.

Enhance productivity. Increase agent responsiveness, effectiveness, and productivity by centralizing customer contact across all communications channels (voice, email, IM).  Integrate information sources and data via screen pops, placing customer information, outbound contact automation, and presence-based routing at agents’ fingertips.

Remove geographic boundaries. Allows contact center agents to be physically located in any office, including a home office. Being location independent also allows for built-in disaster recovery as call center operations can survive the loss of any given site.

Improve management visibility. Integrates contact center with other ThinkingSuite unified communications applications and a powerful analytics engine to provide a complete picture of customer communications and agent performance. Ad-hoc reporting, historical trending and advanced analytics (OLAP) allow managers to analyze data to make better business decisions. Real-time management views can be segmented to group leaders to better manage contact center teams.

Unlimited capacity. Hundreds of callers can be held in call queues with only active calls tying up available contact center capacity. Capacity can be added dynamically, one agent at a time, without needing to purchase separate expansion cards or modules typical of on-premise systems.