Customer Contact Solutions
Multi-Channel Excellence
"We wanted a system that would take the customer where they wanted to go as
quickly as possible, and that's what we've done with the introduction of
eircom speech solutions. Now our stores are dedicated to sales – in
the past 60% of the calls were service related. That's 56,000 calls per
month now reduced to 16,000."
- Paul May, Dixons Group
Optimise every contact with your customers, whether by telephone, e-mail, web, SMS or another channel. Our portfolio includes native call handling solutions from eircom plus carefully chosen, best-of-breed technologies from our partners for multi-channel contacts. We can advise you, design and deliver a fully integrated solution.
- Calling and routing solutions: the telephone is still the preferred business communication tool, so your core telephone services must be solid. A freefone or low-cost number improves convenience for your customers, while intelligent network-based tools for call routing and IVR call answering increase your productivity.
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Speech solutions: Incorporating technology from the
experts at Kainos, our speech solutions automate the handling of
high-volume, routine calls from customers. Achieve rapid ROI through
more free time for your staff and dramatically improved customer
service.
- Web-based self-service solutions: Incorporating solutions from our partners at KANA, we help you deflect a portion of potential live contacts to effective, web-based self-service tools. Many customers quickly resolve their own queries. Where needed, agents can take over and complete resolution, with full view of what the customer has already researched online.
- SMS and non-voice contact solutions: Ensure you can communicate with customers by SMS, the ideal channel for selected demographics, applications and campaigns. Solutions from our partners at Datasquirt also empower you to handle other non-voice contacts, including fax and e-mail.
- Customer interaction solutions: with innovative applications from industry leading vendors such as Nortel & Cisco, traditional voice call centres are evolving to become multimedia, multi channel contact centres, uniformly handling all end customer preferred media - voice, email, SMS web and Instant Message.
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