Increase customer satisfaction. Increase customer loyalty.

In your client’s mind, customer service that exceeds their expectations differentiates you from your competitors and paves the way to long-term customer loyalty. In today’s connected world the new reality is that customers expect to be able to connect with your company at “anytime” and from “anywhere.” To deal with this new reality Online offers a range of Contact Center optimization solutions.

What we offer

Customer self-service:

• Multimedia Services
  Enable customers to decide how they best wish to communicate with you -- telephone, e-mail or web -- 24 hours a day, seven days a week.
• Advanced Voice Self-service
  For simple, routine inquires that can easily be handled through customer voice self-service, a well-designed Interactive Voice Response (IVR) system enables customers to simply use the telephone to fulfill their needs.
• Speech Recognition
  For organizations that have an existing IVR system, speech recognition functionality can be added by leveraging the Internet and voice XML. By simply speaking to the IVR, callers will be able to quickly meet their service requirements.
• Data Self-service
  The web and e-mail enable a rich customer experience whereby customers can interact with your company information and their own personal data -- enabling you to turn customer transactions into developing deeper customer relationships. 

Computer Telephony Integration (CTI):

• Advanced Desktop Management
  Our CTI solutions integrate all of your customer information and touch points, databases and applications - putting control of your customer’s experience back in the hands of your agents.
• Skill Based Routing
  For organizations that wish to offer a higher standard of personalized service, skill based routing ensures calls are handled more efficiently by virtually eliminating long hold times and unnecessary call transfers in the process of locating the right agent.

What you achieve

By implementing customer self-service and computer telephony integration using a service oriented architecture (SOA), your organization can realize such benefits as:

• Call reduction (call avoidance).
• Improved agent productivity by freeing them to focus on more urgent, real-time issues.
• 24 / 7 service.
• Customer empowerment. 
• Ability to support simple to complex inquiries.
• Customer service that easily scales.
• Leverage the most powerful solutions on the market through partnerships with industry leaders like Genesys, TIBCO Software and Progress Software (Sonic ESP).
• Build platform independent solutions with open industry standards