How an Omni Channel Platform Enhance Customer Experience?

Unified Customer Experience

• Power your inbound contact center solutions with ACD, IVR, and VQ Pass and reduce customer’s waiting time
• Route the customers to the right agent to ensure a higher first call resolution rate
• Increase call connection rate using outbound dialer and save agents’ time with smart operations
• Make your sales proactive with various dialers and scale exponentially
• Manage voice and all digital channels in one system

Contact Center System Integrations

• Integrate workforce management systems, CRM software, and other legacy systems. Aerotech Contact Center Solution integrates with popular out-of-the-box business tools and has APIs for custom integrations
• Manage omni channel interactions and let your customers reach you on their preferred channel using extensive integration capabilities
• Get a more effective and efficient call routing process using CTI. The telephone, IVR, and ACD can be seamlessly integrated with the business tools and database
• Features like toolbar integration, screen pop, and two-way synchronization of information enable agents to retrieve customer information and answer the calls with a warm start to improve the customer experience.

Features :

• Ease of deployment for Inbound, Outbound Or Blended Contact Center setups.
• Dialer Software for Outbound Dialing
• ACD with CRM Pop-Up Screen for Client Information to Agents.
• Voice Recording and Agent Screen Monitoring.
• IVR with Skill based routing of call to agents
• Coaching and Monitoring of agents conversation to Improves Service Quality.
• Agent Scripting for Intelligent Agent and Customer Interactions.
• Call Center Database Query Builders and Campaign Management Tool.
• Web-based interaction management.
• Strong MIS reporting