Customer care and support is critical to any business and any industry. DOW Networks provides the customer service call center solutions that harness CTI (Computer Telephony Integration) and VoIP (Voice over IP) technologies based on Asterisk that make any IP contact center efficient and productive whether hosted or premise-based.
DOW Networks call center solutions generally begin with integration of a customer CRM system or database. This allows for customer records to be translated into screen pops for the agent.
Calls are routed though the ACD (automated call distribution) and IVR (interactive voice response) into the contact center where agents can respond through multiple channels such as web, chat, text, call back and email in addition to voice. Depending on call center requirements, calls can be recorded, retrieved and played back as necessary.
These features enable call centers to provide product support, 24 X 7 responsiveness, improve first call resolution and collect customer feedback. On the sales side, agents are enabled to better capture and qualify leads, cross-sell and close.
DOW Networks can also further integrate your business needs and call center operations through a workforce management (WFM) module. This improves productivity by increasing agent availability and decreasing the need for call backs and minimizing agent idle time. The WFM module can be integrated quickly and provides:
- Accurate daily and seasonal forecasting of call volumes
- Scheduling of agents by skills and/or experience
- Shift customization
- Real-time management
In addition, customer service solution can be integrated with a predictive dialer module in a blended operation, even further enhancing agent productivity.
Call centers can choose to have premise-based systems or virtual call centers whereby DOW Networks hosts all hardware and software and provides the call center functionality as on on-demand solution, very similar to Software as a Service (SaaS) models.
