For a superior customer experience
Today it is vital that your contact center delivers intelligent and personalized customer service. The key to creating caller satisfaction is first-call resolution. Aastra’s Contact Center solutions help minimize customer defection, improve customer relations and improve your business results.
Providing customer choices and accessibility
Aastra Contact Center solutions includes applications that provide reliable customer service across a variety of media. Customers can send in requests and get an answer via their own choice of media, e-mail, Web Chat, Web Self-Service, fax or call-back. And Aastra Contact Center solutions have documented high performance in handling busy-hour call completions (BHCC) necessary to support mission-critical business operations. High security and redundancy make Aastra solutions ideal for premise-based or virtual contact center environments.
Cost effective expansion
Aastra Contact Center solutions allow you to expand your contact center in line with your business growth while at the same time retaining control of your costs. You can start small with a limited number of agents and features and then expand gradually into a globally deployed service organization. The solutions offer full scalability and excellent integration capabilities with your existing business applications and IT infrastructure.
Increase first-call resolution
Unified Communications capabilities in our Contact Center solutions increase agent efficiency and productivity. Sophisticated routing algorithms enable the caller to connect directly to the right agent, and integration between the contact center application and corporate data bases will let agents be able to give fast and correct answers to customer inquiries. If an agent is unable to provide an answer on their own, presence of knowledge workers is available to assist with call resolution.
Optimize contact center management
To manage is to measure. That's why we provide extensive reporting capabilities with our contact center solutions. Both real-time and historical data is available to enable a contact center manager to quickly react to an out-of-tolerance situation, as well as analyze trends to make long-term corrections. Managers have the ability to add remote workers and part-time workers to address temporary capacity issues. And, the solutions provide intuitive web-based tools for configuring new groups and ongoing administration.