Customer Experience Solutions
Contact Centre solutions have undergone profound changes in recent times. As your customers turn to self-service portals and internet based account management tools, Contact Centre agents now handle the more complex queries. Customer knowledge has increased, driven by rapid acceleration of social media application uptake and the proliferation of online information.
The ‘Contact Centre’ has therefore evolved, into a multimedia hub of Calls, Web Chat, Emails and now face to face Video conversations. Delivering a capable and multimedia ready Contact Centre, should be a core focus of all customer service focused organisations.
Customers are empowered by access to online reviews, forums and feedback via a multitude of social media applications. A negative review can go viral online – making customer experience crucial to an organisations bottom line. Customers demand the ability to choose between multiple access options, via SMS, Web Chat, Email and Video.
The new age of Contact Centre – Customer Experience Solutions, is a balancing act between, reducing costs and increasing productivity and empowering your staff. Contact Centre agents need the ability to not only manage a myriad of incoming requests, but also have instant access to the global workforce for support.
OPS have partnered with global Contact Centre vendors such as Mitel, Avaya and Microsoft to deliver cutting edge solutions. OPS deliver a full Multimedia empowered Contact Center, with full integration into the remaining workforce in an On Premise, Public or Private Cloud solution.
Featured Products and Solutions for Call Center and Customer Experience
Confidently deliver on the quality of service your customers have come to expect with multimedia routing solutions that support the full digital customer experience.
Waiting for customers to contact you is no longer enough. Today’s businesses need to be proactive, not only in customer engagement but also in agent efficiency.
Build a foundation for any contact center with the flexibility to grow and expand with business demands.
Ensuring you have the right people in the right place at the right time with the right skills has a direct impact on your bottom line.