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Customer Service

Customer satisfaction is at the heart of everything you do in your contact centers. Today you are focused heavily on optimizing key KPIs such as first call resolution (FCR), average handle time (AHT), customer satisfaction, net promoter scores, and so on. After all, with happy clients, you have higher customer retention and more opportunities for up-selling and cross-selling, which all aim to increase your revenue. So it goes without saying that you want to do everything you can to deliver the highest level of service, and to that end, you already have some contact center technology in place. Whether you already employ a call recording system, CRM, ACD and so on, we can still help. We can arm your customer service operation with some vital capabilities you aren’t benefiting from today, such as:

Carrier-Level Call Routing – intelligently transfers calls to the most available and trained agent from either our multi-site, intelligent routing, ACD or IVR

VitalSigns is real big-data business intelligence specifically designed for the contact center, and it:

  1. Provides high level intelligence that is directly relevant to contact center staff and their constituents throughout the organization.
  2. Aggregates and normalizes any type of data from any source possible for the contact center, including ACD, PBX, call recording, CRM, HR, ERP, email, chat, and more.
  3. Automatically generates actionable information and reports on the most telling customer service trends, performance patterns, and root causes.

Performance-Based Call Routing leads to Happier Customers

Route incoming calls to the most appropriate agents with an unprecedented level of performance-based precision, even across your multiple contact center locations, based on an unlimited number of intelligently analyzed factors.  You can rout inbound calls to the most appropriate agents based on actual quality evaluation performance on past calls. For example, the system can route calls based on actual first call resolution scores.


 

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THE INTELLIGENT CONTACT CENTER IS HERE

Multi-site contact centers and BPOs can now easily generate enterprise-quality business intelligence from ANY data source possible and also enjoy a much higher level of compliance and sales conversion capabilities than ever before.

Make customer engagement decisions based on enterprise-wide data

Have centralized visibility and control across all your contact centers, BPOs and at-home agents collectively

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Add an extra layer of compliance protection

Cast a wide compliance safety net across your entire customer engagement operation as far back as the carrier level

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Reach outbound calling parties 30% more often

Improve outbound-calling sales conversion by automatically presenting local, familiar numbers to calling parties so they are more likely to answer the phone

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Bring Carrier-Level Capabilities into your contact centers

Make more money and lower your contact center TCO with carrier-level, performance-based call routing, compliance and business intelligence

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MODULARITY...PAY ONLY FOR WHAT YOU NEED

All NobelBiz solutions are modular, so you only pay for what you need - nothing more. You can pick and choose precisely which solutions, features and capabilities you require.