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Why IP as your platform?

Read more on why an IP-centred platform optimises your operations and enhances your delivery of superior customer experiences:

Cisco:
IP-based Customer Interaction Network Infrastructure Benefits

Benefits of Deploying Cisco Unified Communications within a Cisco Network

Nortel:
Focusing the Eye of Innovation on Customer Satisfaction

The Insider's Track to Leveraging Contact Centre Innovation today.

Customer Contact Solutions

The technologies that support inbound and outbound customer contact operations are going through a massive wave of change at the moment - enabled by "convergence". This wave can be harnessed to drive tremendous business value to your organistion, your customers and your people. Competing on the experience you deliver to your customers is one of today's top business issues. To effectively handle call volumes and efficiently resolve customer issues, you need more than basic functionality for call distribution, call routing and computer telephony integration. The world's most effective customer service and sales centres are true contact centres - powered by IP, the platform that transforms your ability to deliver excellence.

Working with our industry partners eircom can equip your organisation with a next-generation IP contact centre, so you no longer rely on silo’d analogue voice/IVR channels as your central platform. With IP telephony at its heart, your operation is optimised:

• achieve faster, more flexible call answering leading to first time, on time, contact resolution
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• bring data streams to the agent's desk more easily
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• seamlessly transfer contacts from the web to other channels
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• explore virtual contact centre capabilities, drawing on geographically dispersed, diversely skilled agents while presenting a unified face to your public.

Integration of other channels on top of voice is straightforward with IP. Inbound or outbound contacts with e-mail, SMS, web or other devices are handled effectively in the IP cloud, and all transactions are easily captured and saved for future reference.