Gain greater visibility, control and staffing efficiency in your multichannel contact center to enhance customer satisfaction and improve business results.
Blended Interaction™ is a unified communications (UC) application for the contact center that unites inbound routing, Internet contact, voice portal, outbound dialing and workforce management capabilities. Leveraging either session initiation protocol (SIP)- based voice over IP (VoIP) or traditional voice, Blended Interaction scales from tens to thousands of agent positions in a single- or multisite environment.
Blended Interaction enables you to:
- Reduce costs and complexity by eliminating computer telephony integration (CTI) expenses.
- Improve operational efficiency with a universal agent pool for inbound, outbound, Web chat and email contacts.
- Increase first call resolution rates through data-directed and skills-based routing.
- Reduce costs using proactive and automated outbound notification.
- Enhance workforce effectiveness while reducing costs by planning staffing for agents at the right times.
Whether you are opening a branch office, a new call center, or expanding your services as an outsourcer, Blended Interaction™ brings your business rules, hard-learned best practices and administration into a centrally managed platform. Unifying command and control of your contact center operations reduces costs and simplifies training for managers and supervisors.
Unified routing rules enable you to provide consistent service to your customers across voice, email, and Web channels. Managers have the option of leveraging premise or on-demand voice portal capabilities and callers are managed through tools that visually script and monitor the customer experience using standards-based speech or touch tone for self service.
When customers want live agent assistance, the information captured by the voice portal is used to determine the best agent to satisfy their inquiry. Skilled agents can be readily blended across voice or Internet contact channels as volumes rise and fall throughout the day. Strategically evaluating multiple staffing plans ensures that you have the right number of agents, with the right skills, available at the right times.
In addition, Blended Interaction provides end-to-end real-time and historical reporting of call center activities, providing the visibility and insight your managers require to positively impact business results.
Blended Interaction™ uses the power of software in a brand new way to target your specific business objectives and is readily extensible and includes access to complementary capabilities as your needs grow and change. Leveraging Blended Interaction enables you to:
- Handle inbound, outbound and Internet contacts with the same agent resources.
- Engage customers with automated welcome calls and reminders using proactive customer service.
- Speed response times by providing agents with desktop scripting and customer specific data.
- Reduce staffing costs using workforce management capabilities to staff the right agents with the right skills at the right times.