Multi-Channel Contact Centre…

ContactOne’s Digi Desk is a cloud based solution which, is hosted in two high availability data centre’s within the United Kingdom. Digi Desk easily manages customer contacts across voice and multiple digital channels, including social media, email and web chat.

Advanced Workflow…

Using advanced workflow, contacts can be automatically assigned to specific teams or agents. Using keyword tables, caller ID, email and social contacts can automatically be tagged, prioritised and distributed effectively to the most appropriate agent. Calls can be routed back to the agent that originally handled the call and there are other skills based routing features available.

Call Queuing, hold caller place in queue and call back…

Callers have different options to be notified of their position in queue, hold their place in queue and be called back or select when they would like to be called back and on what number

Intuitive Mention record – The Threaded Conversation…

Digi Desk provides an intuitive interface for the agent, so when handling a voice call, email, webchat or other social channels, the interface (mention record) stays the same, the channels are clearly differentiated but notes and previous information is presented in the same way.  This reduces training time and allows the agent to get up to speed rapidly when dealing with customers seeing how customers have interacted with the business across all channels

Tagging and resolution codes of mention record…

The agent can use a wide range of tags to mark the mention records, the tags can be created by managers and administrators which drives granular insight into the types of calls, emails, social channels, SMS, WhatsApp and web chat interactions the agents are handling. Resolution codes can be created and assigned so statuses of the mention records can be tracked, how long has a case been open and who or what team it has been assigned to.

Home Working…

Digi Desk is a cloud solution so will operate as long as it has a sufficient data connection such as a standard type of broadband connection Fibre to the Cabinet (FTTC) for example. Visibility of the call centre is unaffected with real time wallboards showing agent/calls/queues statuses in real time.

PCI compliant call recording, ease of Compliance and responsibility…

ContactOne’s PCI solution enables contact centres to stay ‘out of scope’ with the Service provider managing both the network and call routing. This solution means contact centres will be able to ‘descope’ a vast portion of PCI DSS Level compliance.

Customer Satisfaction…

Agent Assist Solutions mean that the customer will be able to ask questions at any point during the transaction. This leads to more successful transactions and an increase in customer satisfaction

Agent Ease…

Contac tone’s Solution is designed so that with the press of a button the agent can invite the automated payment IVR system into the call, when payment is ready to be taken. When combined with the automated wrap-up message this improves compliance and reduces agent handling time.

Security…

All PCI transaction data is encrypted across the network. As the DTMF tones are suppressed at the network level no sensitive authorisation data appears on the call recording.

Post-Call IVR Surveys…

Callers are transferred into an automated IVR solution, that asks a number of pre-determined questions and captures verbatim comments

Web, Email & Chat Surveys…

Integrate surveys into your website to capture targeted customer feedback. We also offer post-interaction surveys across email and chat channels.

Real Time VOC Wallboards…

All customer scores and comments are delivered to our real time wall board, tracking individual questions scores and agent performance

Data Overview & Reporting…

Review our live Data Overview, to filter results by channel, campaign or agent and access a range of performance and comparison reports.

Face-to-Face Surveys…

Capture customer feedback from any face-to-face location through the dedicated CSAT Central App for tablet, smartphone or kiosk.

Customer Relationship Management (CRM) integration…

Digi Desk has the ability to work with open or closed systems to transfer data between the businesses operational support systems, this could be simple applications for popping a customer record on recognition of the phone number or identifying the caller within the IVR or a simple clicking on a phone number in another application to make a call.

Tailored integration…

Digi Desk can be seamlessly integrated into your business workflow so information on quotes, customer records or initiating a call from another business system such as a chat engine can all be delivered to the agent.

Onboarding…

The implementation and delivery of the customer face of your business is vitally important, ContactOne has a multistage proven process to achieve this

 

ContactOne Web: http://contactone.net  

Email: greg.thomas@contactone.net

Telephone: 0330 880 4444

 

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