Contact CenterExceptional Customer Engagement Starts with Smart Resource Management
Manage Growing Call Volumes, Improve Agent Engagement, Reduce Service Costs
Customer engagement represents a positive, value-creating relationship between customers and an organization throughout the customer journey. In today’s digital era, customers demand and expect a consistent and seamless experience across multiple touch points, both physical and digital. Konvergenz offers contact center solutions that enable you to build a customized portfolio of applications—to drive stronger customer engagement and promote higher customer lifetime value.
Delivering a high-performance contact center depends on your ability to leverage intelligent insights across your enterprise. From your contact center to your back office, use the information to make better decisions faster, identify and resolve customer dissatisfaction, fix broken or cumbersome processes, train and coach agents, and improve communication.
Optimizing Service by Managing Growing Call Volumes
Improve scheduling with holistic real-time and historical forecasts. Leverage omnichannel self-service, callbacks, and outbound capabilities to mitigate inbound calls and cost of service.
Improving Operational Performance
Optimize the usage of your resources by using the latest in voice and multichannel routing and resource matching solutions.
Improving Agents’ Visibility and Productivity
Improve your agents’ visibility and engagement by streamlining call routing strategies and delivering call context to the desktop. Quickly identify and close gaps in agent skills and training with advanced analytics, automated coaching, and eLearning solutions.