There was a time when serving customers meant REACTING. When the customer contacted you, you did your best to serve them. Sure, you attempted to recognize them automatically, route them to the best available agent, resolve their queries in the first call etc but essentially you waited for the customer to call you. All of this is still very important, is the foundation that you must have but let us be clear about this: It is not enough anymore if your goal is to WOW your customers.
If you want to win your customers’ loyalty, you have to start getting proactive at the right time with the right customers. To do that you need a contact center platform that allows you to seamlessly merge the inbound communication with the outbound, a platform that makes Customer Service pervasive, anytime, anywhere, on demand.
SIPIConnect is just that.
SIPIConnect is an ALL in ONE Contact Center platform for unified and blended inbound and outbound communications with your customers.
It provides everything you need to set up and run a customer service and tele sales operation that is robust, agile, intelligent, personalized, proactive and automated. Every aspect of SIPIConnect Contact Center is designed to enhance your customer’s experience when doing business with you.
SIPIConnect Contact Center is delivered as a packaged appliance so you don’t have to deal with the complexity of working with multiple vendors.
SIPIConnect Appliance provides
ACD
Process, queue and distribute calls to right skills and best available agents
IVR
Screen and segment calls, automate service, execute transactions
CTI
Desktop call control, Screen Pop, Call & Data transfer, Presence
Dialer
Automate outbound calls, call dispositions, agent selection
Proactive IVR
Automated IVR Campaigns with personalized messages
SMS
Automated IVR Campaigns with personalized messages
Voice Logger
Record conversations and capture call data
Quality Analyst
Evaluate Quality, Score conversations, Provide feedback
Sup Monitoring
Desktop call control, Screen Pop, call & data transfer
Service CRM
Enter Cases, Auto Assign, Track SLA, Auto Escalate, knowledgebase
Reports
Track and Analyze Trunk, Queue, Agent, Campaign Statistics & Performance
These core components are flanked with a sophisticated Campaign Manager, Presence and Callback Manager to deliver a solution that is truly comprehensive.
SIPIConnect Contact Center is SIP all the way and if you know anything about SIP, you will know its power and relevance for the future of your organization.
Contact us to get more information or schedule a demo
