CONTACT™ adds SMS/text messaging, email, web chat and fax communication channels to your contact centre environment.
CONTACT’s key point of difference is in its ability to provide this wide range of non-voice communication channels in one solution, that is easy to use and implement, allowing you to leverage new ways of interacting with your customers and offering value for the Contact Centre and customer alike.
Expand your customer contact capabilities using CONTACT by Datasquirt.
- Increase your accessibility to customers
- Enhance customer experience
- Increase productivity
- Manage operational costs and improve efficiency
- Web-based, easy to use, available as a hosted or onsite solution
- Fast and simple to implement.
Time was people communicated in person, by phone or by mail. Times have changed. Now email, web chat, fax and SMS/text messaging are part of the communications mix.
Chances are you are already handling some non-voice channels today, either complementing or, in some cases, replacing traditional channels. And you may be finding it’s proving a challenge to offer and manage these channels in your business. Or you may just want to get started in incorporating some or all of these channels into your customer contact strategy.
The challenge and the opportunity is to integrate these new non-voice communication channels effectively in your contact centre to increase productivity, manage costs, improve efficiency and enhance the customer experience.
CONTACT meets that challenge by providing an integrated system that allows you to communicate with your customers in all or any mix of these channels and keep a full customer contact history.
How does it work?
CONTACT complements existing ACD (Automatic Call Distribution) systems and works in a similar way. It queues inbound SMS, email, web chat or fax messages and delivers them to the relevant agent in each queue. The processing of both inbound and outbound messages can also be fully automated (account balances, orders, surveys, polls and more).
CONTACT is currently implemented across a wide range of industry and application verticals and is used to facilitate things as diverse as voter registration, immigration updates, outbound marketing, competition entry, debt collection and job dispatch.
Unlike traditional ACD systems, CONTACT does not require you to buy and implement hardware and software if you don’t want to (onsite deployment is also available). Many of our clients prefer our web based hosted solution, which is easy to set up and use. The user interface is designed to be familiar to contact centre operators, minimising the training required for your agents. All this means implementation is straightforward and you can have a working system in a very short timescale.
CONTACT is designed using standard Microsoft architecture and protocols. It integrates easily with your existing technology, particularly with ACD and CRM systems, which means you can queue voice, SMS, email, web chat and fax contacts across multiple queues and agent skill-sets.