The Datasquirt Difference
What does Datasquirt do?
The Datasquirt team is now part of LiveOps, the world's
leading provider of cloud voice technology and services, based in
Silicon Valley. Companies like Salesforce.com, Symantec and
AAA use LiveOps to power their call centres. And now LiveOps
is offering the Datasquirt CONTACT platform, as LiveOps
Multichannel.
The Datasquirt CONTACT / LiveOps Multichannel software evolved
from Datasquirt's pioneering approach to applying the practical
benefits of text messaging to real business problems, and expanded
in 2004 to include other key non-voice channels. CONTACT / LiveOps
Multichannel today adds social media, text messaging, email, fax
and web chat capability to contact centre environments,
complementing traditional voice communications.
In January 2012 LiveOps Multichannel won the 2011 Product of the Year
award from TMCnet's Customer Interaction Solutions magazine,
the leading publication covering CRM, contact centers and
teleservices in the US.
Customers include Fonterra, Coca Cola Amatil, Amway, Silverjet
and Royal Bank of Scotland.
What is CONTACT?
Datasquirt drew together its three years of knowledge and
experience with text messaging and non-voice enablement for contact
centres and channelled them into CONTACT, a simple to operate,
web-based application that can be delivered to customers either as
hosted 'software as a service' or installed on site.
It sits alongside your contact centre voice management system and
allows your agents to maintain communications in a particular
non-voice channel or switch between non-voice channels such as text
and email.
In many instances, the customer never even needs to make a voice
call to your contact centre, reducing operational costs and call
handling times.
Why make CONTACT your choice?
CONTACT enables you to add a range of non-voice channels to your
customer contact strategy. You can implement any combination of
SMS/Text messaging, email, webchat and fax alongside your existing
environment.
CONTACT can automate many routine interactions with customers, and
by maintaining communications in the non-voice channel can reduce
handling costs, ensure the customer gets a fast response and allow
your operators to focus on tasks where they need to interact
directly.
Among the many advantages of a text or email are that they contain
information that can be correlated with your customer management
system, simplifying database look-ups and making it easier to take
the appropriate action or to direct the query to the right
person.
CONTACT is available as a web-based hosted service or can be
installed onsite. For the hosted solution all you need is an
internet connection and browser at each agent's workstation. It's
fast and easy to set up and use, with a user interface designed to
be familiar to contact centre agents, ensuring that training can be
completed quickly.
What else does CONTACT offer us?
Implementing non-voice channels can deliver increased staff
productivity, smoothe the demand on contact centre resources and
reduce contact handling costs as well as increasing customer
convenience and satisfaction. The CONTACT automation module allows
in and outbound communication to be processed without staff
intervention.
CONTACT includes a number of standard contact centre features
such as a multi-channel wallboard showing visual grade of service
level across all channels and an operations console that is
formatted as an ACD screen so activity is visible across all
channels. Features such as template messaging and comprehensive
real time and scheduled reporting are standard with the system.
Datasquirt is recognised as an innovative leader in mobile
solutions and multi-channel contact management.
Traffic analysis reports and contact centre metrics such as
grade of service, wait and handle times can be viewed via a
graphical virtual wallboard, providing forecasting capabilities and
business improvement analysis. Accurate decision-making is aided by
the real time reporting of all inbound and outbound contact; by
activity or campaign; and by queue, customer or agent.
CONTACT isn't only for use in contact centres.
The capability to build databases through automated opt-in
processes and to automatically generate mailing lists, set up
template messages and populate these automatically gives you huge
scope for building customer relationships through outbound
communications and marketing activities.
A wide range of customers are using CONTACT to manage a diverse
range of business applications; competition management, debt
collection, visa application status updates, job despatch, outbound
marketing and voter registration.
Learn
more about how customers are using CONTACT today
For more information on CONTACT, email us.
