Omni-channel contact center solution is the simplest way by which you can improve customer loyalty and it would be significantly cheaper than any other business initiative you’re considering. With Presence, you can meet the demands of your customers anytime, anywhere and anyhow.
Presence for business means less waiting, less frustration and less dissatisfaction for your customers while your agents will have what they need to be more helpful, more efficient and more motivated.
Presence is a modular solution comprising multimedia contact center, attendant operator console, IVR, call recording, quality monitoring and a range of additional components and integration tools that would allow you to add functionality on a needed basis.
Our business solutions works on Avaya, Cisco, NEC and Microsoft.
Advantages
- On-premise, cloud and hybrid solution
- Offer customers the choice of communication through omni-channel; resolve more calls in less time; first contact resolutions through intelligent skills-based routing; reduce abandonment rates, queues and call times by offering a call-back
- Reduce agent attrition b providing them with the right tools to achieve targets and minimize stress; create loyal customers by providing the agents with the right information and personalize the customer journey
- Comprehensive reporting and automation of repetitive processes
- Improve customer satisfaction through real-time interaction monitoring and coaching
- Enhance customer experiences with new native web engagement tools such as web chat, video chat and screen sharing
- Integrations with MAGICS and JAWS for the vision impaired
The Enghouse Interactive solution is already enabling us to establish much greater control over the call management and call routing process. It has armed our customer service staff with a much greater understanding of the nature of calls. It’s already beginning to streamline the whole call management process.
Helly Hanson