Is anything more important than customer satisfaction? Contivio.com’s Contact Center & Telephony solution will help reduce ticket handling times and improve first contact resolution by integrating with your CRM and routing traffic to the correct support agents.
Support Contact Center Overview
Whether your support team consists of a small team, at home agents, or hundreds of agents deployed globally, the Contivio.com Contact Center & Telephony solution will meet your needs. Contivio.com’s targeted support features provides your support team what they need to provide best-in-class support.
With Contivio.com’s solution delivered via the cloud, support agents are provided with an all-in-one contact center at their fingertips to help troubleshoot any issue for fast resolution. Through the IVR and/or the dynamic ACD based routing capabilities, support issues are always routed to the most qualified agents first. At Contivio.com we provide best-in-class routing rules that take into account agent skills and priorities. With our patented CRM integration, customer accounts and tickets can be screen popped upon any of our incoming media channels – voice, voicemail, email, SMS, fax, and/or chat. This ensures support tickets are closed fast – the first time around.
- Multichannel communications so support teams can communicate with your customer on their terms
- Dynamic ACD and skill-based routing to get the most appropriate support agent
- CloudConnect CRM integration to screen pop tickets so your support agent is prepared and knowledgeable
Support Contact Center Benefits
Nothing is more frustrating to a customer than having to repeat information. Support centers understand this and focus on customer satisfaction for measuring the effectiveness of their support team. With Contivio.com’s CloudConnect integration to any CRM, information is never lost. Further, your customer can be directed to always speak with the same support agent. Not only will customer satisfaction increase but these Key Performance Indicators (KPIs) will as well:
- Increased first call resolution rates
- Faster handling times
- Higher service levels
At the foundation of any successful business lies quality support agents, hence, the need to adequately deploy the right solution. Equip your support team with Contivio.com’s Contact Center & Telephony solution, and you will see immediate improvements in customer care and interactions. By addressing support tickets faster, your support team can increase their daily efficiency, while improving your overall customer facing environment.