NextGen Technologies Contact Center Suite
Our Contact Center Solution is a customer-focused business solution designed to optimize productivity, increase revenue and improve customer satisfaction. It is a complete end-to-end solution for managing all aspects of customer contact and relationship management
Benefits of Contact Center Solution
▶ Improves call quality during peak hours
▶ Decreases call abandonment
▶ Increases service levels
▶ Ensures business continuity
▶ Increases customer satisfaction
• Flexible call management, routing, queuing
• Hands free call handling
• Call recording and verification
• Customer data integration and screen pop up
• Self service automation
• Complete logging and MIS reports
Contact Center Solutions Features
Computer Telephony Integration (CTI)
CTI systems use desktop PCs as telephone systems. These software
packages enable a desktop computer to serve and display
all call-related functions-from providing caller information .
Interactive Voice Response (IVR)
IVR uses voice-recognition software to allow callers to route themselves to specific departments.
Automatic Call Distribution (ACD)
A form of ACD is now a must for a typical call center. Having a system in place that automatically routes callers to relevant individual’s cuts down on wasted time and resources.
Useful for training and monitoring, call recording allows supervisors and operators to record and store phone calls as audio files on the server.
Understanding the needs of your operators is another way of streamlining a call center and making it run more efficiently.
Live Call Coaching
This allows a third person to interact with an operator without the caller hearing, thereby enabling training and mentoring.
It’s one thing to have a simple routing system that will simply hand off the newest caller to whatever agent is available — that’s fairly simple.
Smart Queue Callback
No one wants to have to wait on line, especially if that means sitting with a phone to one’s ear for over an hour.
A Chatbot Army
While they haven’t taken off as the next big thing,
that’s not to say chatbots are worthless just yet.
The best way to think of chatbots is as the first line of defense for your contact center.
Dedicated Agent Numbers and Voicemail
For the ultimate personalized customer experience, outfit your agents as more than just nameless robots repeating the same script over and over again.
The best way to ensure a positive customer experience is to simply remove the friction in the entire support process.
For call centers that make a lot of outbound calls, a predictive dialer enables a list of phone numbers to be called simultaneously.
These systems enable different calls to be tagged and stored with relevant information attached to the call file.
Call Center Monitoring and Analytics
This is an essential feature for most call centers. Being able to scrutinize call durations.
Call Transfer and 3-Way Calling
Being able to transfer a caller to another department, or permit access to a third party.
WebRTC Video and Voice Features
WebRTC is a communication medium that is built from the ground up to be used on mobile devices and is adapted on some desktop OS browsers.