The IC Virtual Contact Center is vastly different from traditional call centers. For the past 20 years call center agents, team leads, supervisors, and managers worked out of a single site. Even large companies with multiple sites faced capacity and scheduling challenges due to fluctuating call volumes. Campaigns were isolated to a group or team within a single site and outsourcing was an all or nothing choice. With Intelligent Contacts that is no longer the case.
Intelligent Contacts seamlessly supports multiple sites and "work at home" agents which allows campaigns to span sites, groups, timezones, and even continents. Campaigns, groups, and teams can be shared across the office or across the globe. Advanced MPLS and IP telephony makes your entire operation, even offshore sites, feel like they are just down the hall.
Automatic Call Distribution (ACD) and Intelligent Routing ensure that important calls are not lost. Easily establish overflow call rules to intelliroute calls to agents with the same skills and qualifications
Full call recording helps ensure service quality, compliance, and meet client requirements. By full, we mean FULL. Intelligent Contacts can even record the IVR to monitor the quality of message delivery, menus, and for speech-to-text applications.
Blended campaigns automatically prioritize inbound calls and dynamically allocates agents to inbound calls when call volume increases and slows outbound calling. As inbound traffic spikes subside Intelligent Contacts reallocates agent resources back to outbound campaigns and dialing shifts back in to high gear.
Easily leverage outsourcing partners as part of your overall strategy rather than a strict "follow the sun" or campaign based assignment.
- Unlimited capacity with ZERO capital expense
- Complete campaign control and management from any browser
- Agent labor cost reduction of 20% or more by "right staffing" in the call center
- Immediate 36% increase in right party contacts compared to premise based dialers
- 51% reduction in monthly telephony costs