Introducing Callmedia 4.4
One of the big issues facing inbound contact centres today is implementing First Contact Resolution – for outbound it is making the most of valuable data. Callmedia 4.4 helps you solve these problems making your contact centre work better.
First Contact Resolution
Repeat calls and emails are a huge issue facing contact centres today. They cause customer dissatisfaction, extend queue times for everyone, and drive up costs as well as creating a poor customer experience.
Each time a customer’s query is resolved first time around results in better levels of service, happier staff and less management time taken away from looking after the business.
Callmedia 4.4 enables you to ensure you get the right customer to the right user at the right time, based on who the customer is, not just the number they dialled.
Making the most of valuable data
As calling data has become more valuable in outbound calling – whether calling new prospects or existing customers - making the best use of each contact is more important than ever.
Callmedia 4.4 helps you to target each contact better through the use of Filter Analysis and Filter Prioritisation.
These new features enable you to perform better customer segmentation, resulting in more Right-Party Connects, which means more successful calls and higher profits.
Pro-active Systems Care
Callmedia 4.4 now monitors critical areas of system performance – such as the CTI link, the database and other system, and provides an “early warning” notification to the IT department or support desk of issues that may affect the contact centre – before they become critical problems. As a result, contact centres can enjoy even higher levels of resilience and up-time.
· Last User Allocation enables you to create and build relationships between staff and customers, and streamlines the handling of emails
· Lost Call Prioritisation enables you to prioritise and handle sensitive calls more effectively
· Customer-Aware Routing allows you to take the status of the customer into account when deciding which staff should handle their query
· Preferred User Allocation means you can personalise the contact centre experience without jeopardising your service levels
· Customer-Based Reporting enables analysis of business processes, not just interaction information
· Filter Analysis enables analysis of business information for outbound contacts, enabling you to identify which market segments result in higher connections and sales
· Filter Prioritisation enables you to raise the calling priority of market segments to deliver more Right-Party Connections, resulting in more successful calls
· Pro-active Systems Care provides early warning of potential problems with the IT infrastructure, keeping things running smoothly