CALL CENTER

Improve customer service and increase customer satisfaction through Sonictel’s Automatic Call Distribution system.

 
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Improve Visibility

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Standard Routing Rules

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Centralized Cloud

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Use What You Have

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Keep your business running smoothly and your customers happy

Empower your team with advanced capabilities like skills-based routing, multimedia queuing, and real-time monitoring and reporting. These custom reporting functions allow you to set and consistently meet your service levels for your customers.

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Enhanced Reporting

The Enhanced Call Center Reporting feature allows Supervisors to generate enhanced reports and schedule reports to be run in the future. It provides an extensive set of pre-defined reports that provide detailed information about your Call Center operations.

Using these reports you will easily be able to determine proper staffing levels, agent productivity, abandon calls, wait times, and much more.

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Reduce Average Wait Times

We live in a world of immediate gratification where people want real-time service at their fingertips. Average Wait Time (AWT) refers to the average time an inbound caller spends waiting to speak to a customer service agent. Reducing AWT for your callers is just as important to customer satisfaction as the amount of time it takes for agents to resolve their issues. We have solutions such as Call Back Technology and target wait times.

Expand Your Possibilities

Maximize Business Outcomes

Improving sales conversions, revenues, retentions, customer satisfaction scores and first call resolutions. Reduce call abandon rates – with a global queue that routes based on real-time data about call volumes, resource availability and other variables.

Centralized Queue in the Cloud

Allows customer interactions from anywhere in the world to be queued centrally in the network and routed to distributed teams and agents in a dynamic fashion. Callers wait in a single “line” and not in pre-defined lines with longer wait times than others.

Standard Routing Rules

Regardless of where the agents are – in-house, outsourced, at home, or offshore – supervisors centrally manage routing strategies to respond quickly to changing traffic conditions and performance.

 

Reduce Administrative Overhead

Managing all contact center operations, resources and interactions from a central command center in the cloud.

Improve Performance Visibility

Centrally monitoring the business and operational performance of agents, teams, sites, systems and outsourcers in real-time.