Comarch

Products

print

Comarch Contact Center

The strategic role of call centers has long been endorsed by many organizations. Current efforts are aimed at increasing the efficiency of agents and improving the control process and organization of their work. Sevenfold acceleration in a client search, applications twice as fast are the values achieved through the implementation of Comarch Contact Center. Full support for an agent’s current operations and providing transactional functionality in one application and back office support in customer services, are the key elements that CCC provides.

CRM application – here the call center is a response to the problems arising from the large number of applications used in the customer service process. The customer base, script tool, contact registration and a few toolbar applications to operate a telephone switchboard are just some of the tools that benefit the agency. Integrating them into one application results in better insight on the client, faster automatic identification and an increase in customer satisfaction achieved through professional services.

Essential benefits of Comarch Contact Center

  • The main functionalities of CCC focus on common problems, which are a clear barrier to the improvement of service:
  • Automatic identification of the client - thanks to the integration with the telephone exchange and IVR, the system automatically recognizes the customer and the caller and immediately presents the basic data on the agent desktop
  • The client - all information on the client is presented in a consistent and uniform manner in separate categories, even if they are arise from multiple data sources
  • Making and receiving calls directly from the CCC application - is another advantage achieved through the integration of the telephone switchboard
  • The automatic registration of a contact - at the end the system generates a call contact, which provides detailed information such as the time of call, the conversation, etc.
  • Access to recordings of interviews with an application - at the end of a call, a link to a video is placed in contact format, which effectively speeds up the search
  • Telescripting recordings – the intuitive script editor allows you to prepare a written interview and report on its results
  • Campaigns – this functionality allows you to prepare a coordinated response to the shares assigned customer group
  • Supervisor - a number of functionalities which can control the current subordinate employees

Download: