Contact Centre - IVR
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Customer loyalty is based on the quality of your response.
The Contact Centre systems must ensure a daily response to the various specialised and diverse needs of the customers by providing information, consultation type services, help desk services and much more.
Thanks to cutting edge technology and a “multichannel” (mail, telephone, fax) communication system, with CITEC Contact Centre it is possible to automatically track the requests received, maximizing the time to manage them.
From strategy to achievement: to CITEC's in-depth knowledge of technology, the valuable experience of CITEC's partners Aspect, has been added the largest company in the world dealing exclusively with the development and supply of solutions for Contact Centres, with more than one million operators taking care of the more than 5000 customers world wide- acquired thanks to an approach aimed towards the efficiency and measurability of the results – and more than 125 million daily contacts.
Beyond the partnership with Aspect, of which CITEC is the Italian distributor and competence centre of reference, CITEC is the integrator for Syntellct™/Envox™ systems, market leader for contact centre solutions dedicated to the customer with less needs in terms of the number of requests, but, together with the need of maintaining a high level of qualitative product.
Remember the suite for the Aspect, Contact Centre:
Aspect™ CSS (Customer Self Service) is the Interactive Voice Response system, a platform consisting of advanced and complete IVR to provide innovative voice services in self-service methods. The cost arising from the management of transactions by automatic method without operator intervention allow the service hours to be extended without the increase of costs, and benefit the efficiency and availability image of the business.
Aspect™ eBusiness Architect (Generations™), is the service creation environment that, with the help of drag-and-drop logic, allows the creation of services in reduced time. Aspect™ Adapters modules are also available to connect with what already exists to the Aspect™ platform.
Aspect™ Automatic Outbound Dialing is the module that allows the creation of multiple call options, predictive, precision, preview, blaster and manual methods. It includes sophisticated algorithms to detect the response of the human voice, fax, modem, cellular and other systems of automatic response. It is excellent for creating applications to verify customer satisfaction, debt collection, deadline notices, etc..
Aspect™ WEB Interaction is the application that lets you integrate the Web in the Contact Centre as a communication channel with the customer. The operator can interact with the customer through common browsing, chat text and other forms of collaboration, making the business-client contact more effective.
Aspect™ e Workforce Management is the module that allows the efficient management of Contact Centre staff, through all communication channels, including, e-mail, WEB and voice. It is the tool through which forecasts, workload, optimization of human resources and the service level achieved can be managed.
Through its research and development centre, Aspect™ guarantees the reliability of all its products. All Aspect™ partners are certified and can ensure the correct functioning of the systems installed; CITEC also participates in training on the technology supplied.
The integration of Syntellect™/Envox™ systems provides the offer of the following main modules:
