Contact Centers

Your Contact Center: creating the exceptional customer experience

When it comes to continued profitability, customer loyalty is priceless. And that loyalty is built on each and every customer transaction. This is why a contact center can be your most important technology investment. Whether you need to migrate from a traditional call center to a multichannel or omnichannel contact center, build a stand-alone contact center or include one as part of a Unified Communications solution, Total Communications has the expertise to deliver a successful solution. A contact center solution from Total Communications can:

  • Improve customer satisfaction
  • Lower cost per call
  • Increase first call/contact resolution
  • Decrease agent handle time
  • Reduce queue time
  • Improve agent retention

Our solutions feature:

  • Multi-channel options that integrate voice, text chat, web collaboration, e-mail, video and social media
  • Next generation reporting
  • Web-based administration
  • Automated outbound dialing
  • Home Agents, Computer Telephony Integration (CTI), Interactive Voice Response (IVR), and Instant Messaging
  • Workforce optimization and management
  • Integration with your CRM (Customer Relationship Management) software
  • Intelligent distribution / routing capabilities
  • Cisco and Mitel solutions

Are your customers frustrated by waiting for the next available agent? Tired of being shuffled from agent to agent? Or exasperated with being left on hold? By implementing a Multi-Channel Contact Center, you can handle more transactions, more efficiently, and ultimately, increase customer satisfaction—and generate revenue!

SOLUTIONS

Cisco Contact Centercisco_gold

Mitel MiContact Center

Resources