The SingleLink Hosted Contact Center Service is a strategic platform that enables you to move into the next phase of customer service. The SingleLink Hosted Contact Center solution is a distributed, IP-based customer service infrastructure that comprises a continuously evolving suite of innovative services and customer relationship management applications. These services and applications provide enhanced responsiveness and streamlined customer exchanges to help your organization deliver superior customer service. The SingleLink Hosted Contact Center extends customer service capabilities across the entire organization, giving your business a more integrated and collaborative approach to customer satisfaction.
SingleLink Hosted Contact Center includes the following advanced capabilities:
- IVR (Interactive Voice Response) with advanced queuing and skills-based agent routing
- Advanced CTI (Computer-Telephony Integration)
- Agent screen pop
- Pre-route indications to agent desktop
- Silent monitoring
- Call recording
- Reporting
Deliver customers to the right resource
Through a combination of contact management, intelligent routing and network-to-desktop computer telephony integration (CTI), the SingleLink Hosted Contact Center Service (CCS) segments customers, monitors resource availability, and delivers each contact to the most appropriate resource anywhere in your company. To complete these transactions, the SingleLink CCS profiles each customer using contact-related data such as dialed number and calling line ID, caller-entered digits, or information obtained from a customer profile database lookup. Simultaneously, the SingleLink CCS system monitors the resources available in the contact center to meet your customer needs, including agent skills and availability, interactive-voice-response (IVR) status, queue lengths, etc.
SingleLink CCS provides centralized management control over customer contacts, allowing users to implement a single set of business rules that uniformly address customer needs independent of resource location. This combination of customer and contact center data is processed through user-defined routing scripts that graphically reflect a company's business rules - enabling the SingleLink CCS to route each contact to the optimum resource anywhere in your enterprise. Wherever an agent is based, the system delivers a unique and rich set of call event and customer profile data to the targeted desktop as a contact arrives, personalizing service and maximizing efficiency. Throughout the process, carrier-class, distributed fault tolerance from the network to the desktop ensures uninterrupted operation in your contact center.