Contact Centers
Call Centers – the company's voice
Whether they are internal or external service centers, contact centers have one thing in common: they are the voice of the company and ideally also a profit center in which the maximum possible successful customer contacts take place. Increasingly complex services are handled in contact centers.
The range of services has long extended beyond simply accepting customer calls and providing customer hotlines:
fulfillment is the keyword here – and by taking on all the tasks that arise after the actual customer contact, the value chain is extended.
Highly specialist information and helpdesks for the customer contact
The agents' work can be broken down into outbound, i.e. active telephone contact, and inbound, accepting customer calls. It includes marketing, collecting statistical data or sales and customer service. Other tasks arise from internal and logistical processes.
CreaLog solutions for efficient contact and service centers
CreaLog's Next Generation Contact Center solutions support call centers' day-to-day work for example by distributing incoming customer contacts across all means of communication (such as phone, e-mail, fax, letter and social media) and real-time statistics.
CreaLog solutions are successfully used in customer satisfaction surveys for quality assurance of the customer contacts in call centers and helpdesks. CreaLog's comprehensive competence in voice recognition in over 40 languages can be seen in call recording and subsequent analysis using Speech Analytics.
Conferencing and unified messaging solutions supplement the call center infrastructure with unified communications solutions from a single source.
CreaLog Customer Interaction Suite
The CreaLog Customer Interaction Suite accepts contacts such as calls, Internet and e-mail inquiries, SMS, fax and letter. It classifies the contacts, automates recurring processes and then routes the contacts to the appropriate employee in the front office, back office or expert teams for further handling.
CreaVoice Unified Messaging
Combine all corporate communications channels.
Unified messaging from CreaLog combines a company's entire communication, be that voice, e-mail or fax, in a single solution irrespective of the network and terminal equipment. In a heterogeneous landscape of e-mail systems, PBXs and communications paths (landline or cellular), CreaVoice Unified Messaging enables an integrated solution for your customers' communication across all channels.
CreaVoice Speech Analytics
CreaVoice Speech Analytics automatically ascertains information about the structure, content and characteristics of conversations as well as characteristics of the speaker.
This information is predominantly used for quality assurance, process optimization and in business intelligence.
On the one hand it is possible to search through existing voice data for specific information and to prepare statistics. On the other hand, it is possible to react immediately to particular events in live operation by means of the voice dialog or the supervisor.
CreaVoice Survey
The quick and value-for-money customer satisfaction survey or opinion poll
Do you know how satisfied your customers were with your telephone service today? Many companies are already using automated surveys at the end of a call with a customer support agent in a helpdesk or call center to monitor the quality of customer service on an ongoing basis.
CreaVoice Conferencing
CreaVoice Conferencing optimizes communications processes across the entire company, thereby delivering excellent service to employees, customers, partners and investors.
Irrespective of the size, location and time of the meeting.
IT hotline / helpdesk
IT hotlines are often "snowed under". Many callers are trying to find a solution to their problem at the same time. However, these are often recurring trivial problems or problems in the company's network that affect all employees.
Contact
Mr Martin Vennik
Fon +49 69 900 288 -11
martin.vennik(at)crealog.com
Your expert
Mr Martin Vennik
Tel +49 69 900 288 -11
martin.vennik(at)crealog.com