Are you providing your customers with an effortless experience?
When your business is all about the customer, whether it be in terms of sales, service, care, or experience, you can’t afford to not be using contact center solutions.
Your prospects and customers expect an effortless experience. If they don't get that, they move onto your competitors, fire you, or leave negative reviews online destroying your brand image. Your business needs two things to succeed in customer service:
- A team of capable employees, and
- The tools that help them succeed
Does your technology support the volume of calls to your business? Are you optimizing your employees’ time for the best productivity?
Telesupply has designed our Integrated Contact Center (ICC) solution to optimize operations and efficiently handle customer calls. The ICC solution comes pre-packaged with features to streamline operations and improve the management of a customer service department of any size and call volume.
What are Contact Center Solutions?
Contact center solutions are a collection of cloud phone-based capabilities, features, and services that help businesses accomplish their customer experience goals.
Contact center solutions are often treated like building blocks. Companies will often buy features one-at-a-time, stacking solutions one right on top of the other. Even though this has been a common practice for over ten years, this practice is unstable for several reasons. Specifically, its:
- Many times, each new feature comes from a different source.
- Isolating: Oftentimes, the software is not integrated, meaning it doesn’t foster collaboration.
- If the software is not integrated, the Call Center employee will often have to jump between solutions to work, limiting their effectiveness and speed, and hurting customer service and satisfaction.
What are the benefits of call center solutions?
Benefits of call center solutions include:
- Optimize the customer journey management process
Sales and customer satisfaction can make or break a business. By integrating your customer relationship management (CRM) solution with your contact center solution, you take control of the customer management journey enabling you to not only optimize the process but your team as well. Arming your customer service team with the tools they need to do their job, the result is increased customer satisfaction.
- Increase collaboration and communication
While call center solutions often focus on customer communication and management, they can also incorporate internal collaboration tools to enable your sales and customer service team can work from the same page. By incorporating tools to foster internal communication, your team can resolve customer service complaints seamlessly across departments, increasing customer satisfaction.
- Enterprise-level capabilities at an affordable price
Add-on solutions as opposed to integrated solutions often come not only at an additional cost but also with additional training needs and service contracts. For small to medium-sized businesses, this often means limited functionality and strained budgets. In contrast, integrated solutions work with what you already have bypassing additional training and service contacts.
Telesupply Contact Center Solutions Features
KEY SYSTEM FEATURES
- Advanced Call Routing based on real-time activity
- Call Recording – full-time and on-demand
- Call Attached Data (CAD) for customizable Agent Scripts, wrap up/exit codes, and more
- Optional integration with external CRM & Outlook, workforce management applications, and other 3rd party tools
- Multiple Reporting options
- Webchat Capabilities
- Multimedia Queue – calls, webchats and callback requests are queued in the order they are received
- Customizable music-on-hold & position in queue & expected wait time announcements
- Last Agent Routing option will send repeat callers to the same agent that handled their previous call
- Fully integrated fax server
- Wallboard for real-time ICC group analysis
KEY SUPERVISOR / AGENT FEATURES
- Chat, Instant Message & Presence allows agents to collaborate effectively
- Supervisors can Silent Monitor, Barge in & Whisper-thru to Agents
- Supervisors monitor all activity in SuperView™: Real-time call monitoring & statistics for multiple ICC Groups in a single window
- Agents can receive calls on their mobile devices with Telesupply Mobile Communicator for iPhone and Android
- Calls can be assigned to specific Agents
- Agents can be members of multiple ICC groups
- Agent login/logout – initiated by Supervisor or automatically by the system
- Shared ICC Group Voice Mail box with multiple outgoing greeting options, email notifications and escalation facilities
- ScreenDial™ lets Agents click-to-call numbers directly from any application
See how we implemented contact center solutions for a car dealership.
Benefits of Working with TeleSupply
- We sell business telecommunications customized to your needs. If you need a phone, we can sell that to you as well.
- When you buy from us, you get 28+ years of knowledge, experience, and training.
- While telecommunications is global, our service is local
- 28+ years of business telecommunications consultation, sales, installation, service, and training.
Don’t take our word for it, see what our clients say…
EXPERIENCE AND SHARPENED SKILLS
Telesupply brings the experience and sharpened skills together with today's technologies helping businesses to reduce costs, increase productivity from their team, and even make companies more competitive in their industry. Telesupply delivers high value to their customers through their team providing excellent service and positive business solutions.
Regional Sales Director West
RELIABLE AND EFFICIENTWe have worked with TeleSupply for several years now. They are reliable and efficient. We used them for a big project when we moved into our new facility to create a computer room and run drops in all the new offices. Definitely recommended! Flor Lazcano
SYSTEM HAS BEEN FLAWLESSWe have had a 6 phone business system with Telesupply for the past 3 years. The system has been flawless. The tech support at Telesupply has been great. Whenever we needed them, they have been prompt and efficient. Another great plus for me is that they are a local company and they can response on-site if needed.So far we have not needed them to come to our office. They can take care of most problems from their central office. Emanuel Grain
Telesupply Integrated Contact Center collects and collates contact center statistics including current agent status, the length of time spent in said status, the number of calls currently in queue as well as average and max wait times for these calls, the statistics on all answered and abandoned calls including the length of time the caller spent waiting before abandoning the call, and even call-back requests and completion are tracked by the system. While using Telesupply SuperView™, Supervisors can see an inclusive real-time report on the status of all agents and calls in a single window while maintaining the ability to make calls without switching screens. The statistical information can then be used for labor optimization as well as better management thanks to up-to-date knowledge of each agent’s availability.
SuperView allows supervisors to set up notifications to alert when service-levels or thresholds have been exceeded, whether it’s a queue overflow or scarcity of available agents, when a preset condition is met, a pop up window will appear on screen to warn the supervisor that the situation might require direct action. There are two colors for alerts, yellow and red, allowing supervisors to set varying levels of emergency. The problem field will be highlighted in the color matching the alert to quickly draw attention.
Telesupply’ Unified Communication clients, ZAC and MXIE, allow employees to manage their corporate communication from an intuitive interface available on PC, Mac and Linux. The Integrated Contact Center (ICC) solution is incorporated into the office phone system. The employees can easily get a hold of their coworkers: send instant messages, frequent corporate group chats, start audio conferences, and quickly judge the availability of coworkers from their Presence state. All these features and more are accessed from a single interface, with no need to juggle multiple technology vendors to collaborate across teams.
The visual interface makes handling multiple calls a breeze. Integrated Fax option makes it easy for all the employees in the customer service department to access the incoming fax messages and save paper.
On the phone with a customer, agents can take notes in a special notes popup, called Call Attached Data (CAD). It can take the form of free-style notes or a pre-set questionnaire. If this call is transferred or the customer calls back later, the notes will pop up again. No need for a frustrated customer to repeat their request. CAD can be edited with updates on the case even long after the call is over.
Telesupply Integrated Contact Center (ICC) solution includes a web chat feature which allows customers to chat with support on the company website instead of calling them. The system makes sure that if an agent is on a call, they he won’t be bothered by any chat messages or vice versa. All the incoming customer questions—regardless of whether they are web chat messages or phone calls—are answered in the order they came in and no one is left waiting too long.
Customers can leave a voicemail that holds their place in line rather than wait on hold for the next available agent to become available. Eliminate frustrating waits for customers as they go on with their day while they wait for a call center agent to speak to them.
SuperView™ is a powerful tool, where ICC supervisor sees real-time statistics on multiple departments at the same time. SuperView is accessible through MXIE Unified Communication client or through a web browser, which requiring no installation.
Supervisors can set up multi-level alerts based on multiple criteria and know immediately when a call group is on the verge of a problem, and reallocate people to help on the fly. Managers can oversee the caller queue in the same interface. They can assign calls to a specific support agent, or barge-in, whisper or silent monitor their employees. For high-priority customers, the supervisor can move a waiting call or message to a higher position in the queue.
Automatically record all phone calls and archive these recordings for an indefinite amount of time. When taking down sensitive information—like credit card or social security numbers—employees can easily pause the automatic recording to protect their customer’s privacy.
Alternatively, record on-demand. For on demand recording, pressing the record button at any time during the call will capture the call from the very beginning—so no need to worry about losing an important part of the conversation because an agent didn’t press the button fast enough.
The achieved calls include Call Attached Data notes. All calls, voicemails, faxes and web chat messages are stored together in Telesupply’ MXarchive.
With access to ZAC and MXIE clients, employees can communicate with people both inside and outside the company as easily as if they were sitting at a cubicle in the office as long as they have access to Wi-Fi. Employees on the road can utilize Telesupply Mobile Communicator application available on iPhone and Android devices.
You can run reports based on Integrated Contact Center’s historical data to analyze the business’ productivity and improve operations with Telesupply’ MXreport feature. It comes with preconfigured report templates, but can also be customized to better fit specific business needs. Make educated decisions based on historical data to save on expenses and optimize workflow.
Telesupply phone systems are a software-based product that scales to 10,000 users, so all the employees at the enterprise can be connected into a single communication system. With no additional hardware required, you can add new agents or supervisors when necessary with minimum amount of hassle.
The Telesupply MX platform is built on Open Standards including SIP, MySQL, VXML, CSTA, TAPI, SYSLOG providing the ability to integrate ICC with Salesforce.com, MS Outlook and other 3rd party applications.
Using Microsoft Telephony Application Programming Interface (TAPI), MXIE Users can click-to-call directly from popular Customer Relationship Management (CRM) programs, including Microsoft Outlook or, using the ScreenDial™ feature, from any other document. ScreenDial lets users call from any application, allowing them to conveniently dial directly from a CRM, an Electronic Medical Record (EMR), a Word or Excel document, or a website.