One of the biggest challenges facing businesses, especially those handling complex inbound traffic, is ensuring that customers are connected to the correct agent pool or self-service IVR. Disconnects, transfers and long hold times drive up costs while driving down customer satisfaction—costly errors that undermine the bottom line.
CSG Inbound Communication solutions supplement your existing CRM package. Deploy our cloud-based, multichannel communication platform, integrating inbound/outbound interactive voice, SMS/text messaging, email, print, and web in a common environment. Make application architectures and data stores universally available across all communication channels.
The IVR application accepts both voice and key press prompts as end customer responses (except with credit card numbers, which should be entered via key press for security reasons). Our platform analyzes the call based on inbound toll-free origination, end customer ANI, point-of-purchase and end customer inputs in order to assign the call. Route calls to either a customer self-service application or on to the appropriate call center agent, based on a skills matrix reflecting your fulfillment requirements.
Reduce the number of misrouted calls and shorten call duration, enhancing the customer experience and letting agents focus on higher-priority calls. Speech technology streamlines call flows, raising customer satisfaction.
Optimize contact center performance by routing calls to self-service where possible, and ensure the correct agent pool receives calls requiring additional assistance. Intuitive web-based tools let users quickly and easily edit program features.
Efficiently transfer to agents with our Computer Telephony Interface (CTI) screen pop or our cost-effective “whisper greet” feature, optimizing agent time. Let agents access comprehensive, real-time information within the application.
One of the biggest challenges facing businesses, especially those handling complex inbound traffic, is ensuring that customers are connected to the ...
A good IVR experience should be quick, intuitive and seamless. Customers dial in, provide context for their call to achieve resolution, whether it ...
When an outage occurs or services go offline, customers need to know. When they’re overdue on their bill, they need to know that too. Power your ...
While your supply chain and clinical teams figure out how to handle the distribution, have you determined how you’ll effectively respond to the d ...
Service Electric Cablevision, an Eastern U.S. cable operator, was in the midst of modernizing its inbound interactive voice ...
While customers have more channels they can use to engage with your business, phone remains their go-to. That means the qual ...
Electronic Visit Verification (EVV) systems are a huge undertaking for states in the U.S. An IT vendor built an EVV website to collect and process ...
When your customers need critical information on their accounts, why wait for them to call you? A global top-five bank got proactive and set up an ...
59% of companies agree customers are demanding more personalization but there is a gap between the companies with the resources to create cohesive ...