Multichannel – voice, email, SMS & web chat

Multichannel – voice, email, SMS & web chat

Modern contact centres are no longer just call centres. Today, customers want to talk to you across a wide range of media; Premier Contact Point can help handle enquiries across phone, email, SMS, and web chat channels. A single unified interface means agents use the same application to handle all enquiries, and administration and supervision is managed through the same set of tools.

Email is handled by automated queues that process incoming messages, identify the most appropriate agent through skills-based routing (if used) and present the message to them in the agent desktop application. Agents are provided with a complete, feature-rich editing window within the agent desktop application, allowing them to read and compose emails. Outgoing email replies can be queued for review by other agents or supervisors.

Web chat gives customers a real-time, responsive contact channel through a website dialog that connects them to agents in a synchronous, text-based chat window. Agents receive a screenpop in the agent desktop window that allows them to process multiple chat conversations simultaneously, using canned responses to speed up the communication.

SMS is becoming a major focus for contact centres as it provides another valuable channel via which to engage with your customers. Premier Contact Point can deliver outbound SMS messages, including dynamic data fields sourced from customer lists; the platform can also process incoming or returned messages and take appropriate action, such as automatically launching a call to a customer who requested to be contacted directly.