Contact Centre Management

In the past, contact centres were large, centralised offices filled with employees answering customers’ calls. Today, if a company deals with customers by phone, email, web, SMS or fax, then it has a contact centre. Contact Centre Management reporting provides business intelligence so that organisations can ensure customers receive the best service, as investing in customer service has an excellent return on investment.

Service level commitments and customer expectations are a daily, hourly, even minute-by-minute challenge and a challenge that's becoming increasingly complex. You need to know what's going on in real time, and have the power to adjust operations immediately. Agents need to be equipped with advanced tools and access to information that enables them to more efficiently manage calls and serve customers - including those making contact by e-mail, fax, SMS or via a web site. You also need to migrate to converged voice and data networks using Voice over IP for ubiquitous access, converged network cost efficiencies and strategic new IP-enabled voice, multimedia and web-based applications. Voice over IP also allows "virtual" call centres to be established across your telecommunications network without physically putting all the people in one office.

SaintGroup designs, installs and supports the services needed to make contact centres more efficient and productive. These include a range of telecommunication and computer technologies, including automatic call distribution (ACD), interactive voice response (IVR) and computer telephony integration (CTI), which allows the actions of the computer to be synchronized with what is happening on the phone. In addition, our customer relationship management (CRM) solutions can be integrated too.