VoIP & Unified Communications
Connect With Customers
SMS, Email, Chat, or
There has never been a better time for businesses to invest in the customer experience. Every customer interaction — whether conducted via voice, SMS, email, web chat, or social media — offers your business the opportunity to increase trust and loyalty, and build lasting relationships.
The CTS Telecom's Contact Center (CC) solution is an evolution of traditional call center functionalities and tools. Now, contact center agents and managers can streamline and automate processes while improving First Call Resolution and delivering an outstanding experience for the customer.
The Many Benefits of Using Contact Center
While it’s difficult to argue a more profound benefit than providing rich and pleasing experiences to your customers, Contact Center also delivers incredibly valuable operational and revenue benefits:
Advanced Call Distribution (ACD)
Screen pops with database integration
Skill-based routing, detailed analytics,
and robust reporting
Flexible deployment options (including stand alone or Over the Top (OTT) nearly any third party non-CTS Telecom UC environment)
Increased revenue overall, increased repeat revenues, and increased profitability
How to Identify a Business Who Can Benefit
From Using Contact Center
Contact Center is ideal for virtually any organization dedicated to meeting increasingly high customer expectations and enhancing customer engagement. Regardless of industry or business size, Contact Center is valuable for improving customer engagement at any stage of the
customer relationship or buying process.
Some of the areas where businesses see the most immediate and/or significant benefits from implementing Contact Center functionalities are:
Accounting and/or billing
Dispatch and field technician processes
Some of the most common business challenges Contact Center addresses and resolves are:
Increasing support or operational costs
Low or dropping productivity rates
Frequent or increasing PII compliance audits
Reliability & Security
Growing or unmet needs for advanced visibility into customer interactions
CTS Telecom's Contact Center: A Better Way to Engage
Contact Center empowers employees and
managers with detailed customer data in a
single, easy-to-use interface. Seamless CRM
and database integration provides vital customer data at a glance. Contact Center’s Workforce Management and administrative tools reduce duplicate requests for data, automate routine and time-consuming tasks, and ensure adequate levels of staffing. The result is increased productivity, happier employees, and ultimately, a more positive work environment.
For businesses looking to “up” their customer engagement game, reduce operational costs, increase productivity levels and create more revenue, CTS Telecom's Contact Center is an ideal, accessible, and affordable solution.