Having conducted extensive research of the market we are pretty confident that this service is unique. It is a hosted service and is able to unify more types of multi media communication methods than pretty much everything else in the market. The main reasons one would consider a multi channel call centre are reducing cost, increasing productivity and improving the quality and consistency of your customer services. Multi channel call centres ensure that nothing "falls through the gaps" in your customer service process. Furthermore the same level of service can be applied by the same agents to each of the channels. Customer service can be measured real time across all client touchpoints 24X7. With social networking integration you can respond to and monitor what is being said about your organisation in real time.
Communify gives you a single point from which to provide customer service across multiple channels. From the agent / admin interface customer service agents can deliver consistent service to and from the following channels; Voice calls, SMS, Email, Fax, Webchat, Video chat, Twitter,IM. All channels enter a unified queue to be dealt with efficiently by customer service staff.
These are the main features:
- Agent and Admin desktop interfaces and web based portal interfaces.
- Voice,SMS,Chat,Fax,Webchat,Twitter processing into unified queue.
- Automated ticketing system, skills based routing and group structures.
- Full integration with hosted voice contact centre.
- Twitter integration inbound auto-ticketing, keyword alerts, auto responses.
- Voice recording, logging, call queueing, live calls report, voicemail, ACD,IVR.
- Screen pop client records and click to dial from clients.
- Comprehensive reporting.
- Web site visitor tracking and reporting.
- Fully collaborative email inbox with auto ticket raising,rules & automations.
- Knowedgebase & forums with integration into unified queue.
- Remote client desktop sharing.
Video chat and multi point conferencing for only £9.95 per month.
For a video demonstration by me please go to the following web page:
