Contact centre software – your business case

Organisations around the world are finding CONTACT™ call centre management software is improving their business performance. Here are just some of the ways CONTACT™ could help performance in your organisation:

1. Improve service and efficiency
2. Cut costs and lift productivity
3. Grow sales and revenue
4. Make promotional campaign management easy
5. Achieve more, with less work

Improve service and efficiency

We all know improving service is good for business. And customers want contact by sms, email social media and web chat, as well as phone. But offering multiple channels and keeping control of costs is an ongoing challenge. With CONTACT™ you can improve service and efficiency, while cutting costs.

Using CONTACT™ call centre management software for sms, email, social media, web chat and fax communications lets you:

• Better manage call centre peak loads and direct inbound communications.
• Be more proactive with customers or sales teams, sending outbound messages to reduce in-bound pressure on your call centre.
• Increase automation and quality control over communications
• Implement campaigns in a coordinated way, across your organisation, so your call centre knows which messages your marketing team has sent to which customers.
• View real-time metrics across communication channels, including wait times, handle times and grade of service.
• Access 'open' communications across your contact centre, with a macro view for you, and a micro-view for your front line operators.
• Quickly search each the communication history of every customer to find the detail in any inbound or outbound message.

Cut costs and lift productivity

You will be able to easily use SMS and email to reduce the load and time pressures on your call centre with CONTACT™. Not only are customers and channels increasingly preferring these ways of communicating, but they can make your team more productive, saving voice calls for those times when talking really matters.

And by using fully trackable SMS and email with CONTACT™, you can cut the cost of sending hard copies. Customers using CONTACT™ SMS enjoy savings of up to 80% over traditional voice and postal alternatives.

Additional advantages include:

• Highly customisable message templates to make message-handling faster
• Automated handling of communications like orders and competition entry - CONTACT™ records the entry or order, sends an acknowledgement message and adds the customer information to your database. Freeing you and your team for more productive tasks.
• Detailed traffic analysis reports available for workforce management or forecasting
• Fast, easy integration with your other business or contact centre software.

"Datasquirt's call centre solution CONTACT has been simple to implement - We didn't need to install any new software or hardware which made it quick and easy to get up and running."Electoral Enrolment Centre.  Read the case study.

Grow sales and revenue

Our clients find they can make substantial improvement to customers' response times by using SMS and email for communications. CONTACT™ makes it easy to deploy these faster, more efficient ways to promote offers or communicate with your sales channel.

"CONTACT™ makes it easy to reach thousands of customers with ticket notifications, promotions and last-minute specials. These communications have resulted in a 30% increase in sales to repeat customers."Worldwide Sports Travel.  Read the case study.

SMS and email are also tactful, effective ways of chasing payments, making CONTACT™ a powerful tool for accounts departments trying to improve cash flow.

Make marketing or promotional campaign management easy

If you or your marketing team run outbound promotional campaigns, CONTACT™ makes it fast and easy. With CONTACT™ you get:

• The ability to build marketing databases through automated opt in processes.
• Quick and easy broadcast messaging by uploading customer details in bulk and grouping customers for outbound email or SMS campaigns.
• Real-time reporting of all inbound and outbound contact by activity or campaign and by queue, customer, and agent.
• Sophisticated email and SMS campaign creation and management tools.

Achieve more, with less work

With CONTACT you and your call centre can achieve more, with less work. Our experience means we can help you put together your business case. See our case studies for examples of how CONTACT™ has improved service and efficiency or contact us to find out more.

SaaS contact centre software

You can use CONTACT™ hosted, as Software as a service (SaaS), accessing it securely over the Internet and paying as you go. Or you can host CONTACT™ on your own servers, within your own firewall.

View the demo to see how CONTACT™ could work for you - click here.