As demand for a company’s products and services grows – the volume and complexity of questions coming into the contact center rapidly increase. Customer questions enter the enterprise from multiple channels (phone, emails, face to face in stores…), and the data to help answer these questions come through many different systems and technologies. In the end, a CRM solution is often called upon to get the job done. However, CRM systems were not designed for customer service interactions, but were created for customer management. This makes it increasingly difficult for contact center agents to effectively answer customer questions, resolve calls the first time, and lower average call lengths – all critical activities to deliver the best service experience possible.
EXALEAD OneCall is the answer to overcome these challenges, being purposefully designed for busy contact center agents or vendors and managers who operate directly on the “frontlines” interface between a company and its customers.
At EXALEAD, our goal is SIMPLE: Deliver the right information, at the right time, and in the most intuitive way possible directly to the agent’s desktop – allowing you to dramatically improve agent-to-customer interactions, retain more customers, and grow your business more profitably!
- 360° view of the customer (from inside & outside the enterprise)
- Actionable intelligence for creating win/win engagements
- Better prepared and more confident agents
- Clear and accurate answers to complex customer questions
- Proactive call center management through real-time analytics
- Leverage more value from existing CRM and IT investments
Attend this Seminar and Explore more about EXALEAD OneCall...