Software Applications

The Contact Center Conundrum: How to balance Customer Service Goals, Contact Center Profitability, and Operating Costs.  Traditionally, contact centers were thought of as simply a “cost of doing business”.  But today’s customer demands a high level of customer service using a variety of contact mediums.  Savvy contact center executives are moving away from the old paradigm of contact center = cost center, and realizing that exemplary customer service is the key differentiation and the gateway to profitability.

Recognizing this and putting it into practice are two very different things.  In today’s contact center environment, there are many systems at work in a complex and often silo-ed configuration.  These systems can include:

Traditional PBXs

Interactive Voice Response and Speech Apps

Outbound Dialers         Web Servers             IP voice (SIP) platforms

Quality Monitoring and Reporting Packages

Workforce Management

Customer Interaction Management (CIM) Software can provide an integration layer across today’s disparate systems.  By enabling this “handshake” across systems, customer interactions can be managed in a more intuitive fashion.  By using both real-time and historical data, routing decisions can be invoked that considers the delicate balance of superior customer service, operational cost, and profitability.  For example, when there is an unexpected spike in call volume, real-time decisions can be made that could route the call to the best resource, whether that be an agent, or a self service option.  If the customer’s identity can be determined on the front-end, a routing strategy can be made in real time that is commiserate with that customer’s relative value to the company.  For instance, a highly valuable customer would be routed to the best skilled agent, or perhaps the last agent the customer spoke to.  A less valuable customer may be placed in a queue for a live agent, or routed to a self service option.

CIM software features:

Skills-based Routing

Best Available Agent and Last Agent Routing

Blended Inbound and Outbound Agent Utilization

Real-Time Routing Strategy Execution

Enterprise Management Portal

End-to-End Reporting

EthosIQ has years of expertise in the deployment of today’s preeminent CIM software platforms.  Our Business Consultants can assess which CIM platform is right for you, based on your existing infrastructure and overall business objectives.

Contact an ethosIQ representative today to start solving YOUR contact center conundrum!