Convergence Virtual Call Center
Customer Interaction Solutions is a portfolio of applications that enhances ACD functionality. A browser-based platform, this hosted call center feature allows customers to manage their contact centers from anywhere via Internet. Customer Interaction Solutions stores information in the industry-standard SQL database format and uses Microsoft SQL to unify the database across its applications.
Convergence Customer Interaction Solutions enables you to enhance your customer service while minimizing costs for call center management. It enables agents to handle customer inquiries quickly and efficiently, and empowers managers to improve business processes. The payoff? Service that leads to greater customer acquisition and retention, and ultimately differentiates you as a market leader, entrenches customer loyalty, and increases revenue.
Transforming Call Centers into Profit Center
Convergence Contact Center Enterprise Edition is designed for large or small contact centers. A scalable, resilient and virtual solution, Convergence Contact Center combines robust communications platforms, automatic call distribution (ACD), and a modular suite of feature-rich, web-based applications for streamlining call center management and enabling advanced multimedia customer contacts. With Convergence Contact Center, organizations can offer customers unparalleled service, while streamlining contact center operations and optimizing agent productivity.
Improving Business Processes
Contact Center Enterprise Edition enables business process improvement by providing home-based and remote agents with complete access to voice and data capabilities. It supports fault tolerant, scalable, and virtual call center models, and provides reliable reporting and real-time functionality. With converged network cost efficiencies, the Mitel IP contact center solution also provides IT specialists with single-point configuration and administration
Convergence desktop productivity tools enable agents and supervisors to make informed decisions and provide prompt service. Employees can recognize customers in queue, dynamically prioritize calls, and instantly change agent and queue availability to adjust to unplanned call volumes. With Convergence’s sophisticated forecasting and scheduling solution, managers can accurately match resources to expected contact volumes as well as measure, manage and drive contact center performance. Convergence’s contact center solutions reduce the cost and complexity of deployment by leveraging your existing infrastructure. This provides an immediate return on investment that is measurable, sustainable, and future-proof.