A contact centre serves as the
frontline between businesses and their customers and
forms a very important part of customer relationship
management (CRM). To remain competitive, contact centres
today have to be equipped to handle customer contact
across a variety of communication channels and media –
voice calls, letters, faxes, SMS, instant messaging (IM) and
e-mails.
With more than 20 years of experience deploying
over 10,000 contact centre seats in the region, Radiance
is the market leader in designing, deploying and
maintaining solutions for fully operational multimedia
contact centres. To help you enhance efficiency and
service, we offer advanced applications that include the
following:
Automatic Call Distributor (ACD)
An
Automatic Call Distributor (ACD) is a system that
distributes incoming calls in the order they were
received, or based on pre-programmed handling
instructions such as agent availability and
skill-sets. It allows a large volume of calls to be answered
by a small number of people, and ensures that calls are
dealt with quickly and efficiently. Multi-site or
virtual routing is also a useful tool for businesses
that span multiple locations and even time
zones.
Interactive Voice Response (IVR)
Interactive Voice Response (IVR) is a technology that
enables automated user interaction in the contact
centre through voice and touchtone detection. To
access simple automated services, callers can
respond to a set of pre-recorded instructions by pressing
numbers on a telephone keypad or giving voice commands that
are deciphered by speech recognition software. IVR
is ideal for servicing high call volumes even after
business hours.
Predictive Dialler
A predictive dialler
is a computerised system that automatically dials
telephone numbers and discards unproductive attempts
such as busy or unanswered numbers, disconnected
lines, fax and answering machines. By predicting the
availability of agents and called party answers, it
adjusts the calling process accordingly. The system
can generate a large volume of outbound calls, and more
importantly, boost contact rate by eliminating dead time
between calls, and substantially raise your agents’
productivity level.
Quality Monitoring & Reporting
A
contact centre manager needs quick access to real-time
data to monitor operating conditions and make timely
decisions to improve performance. We provide
comprehensive solutions that capture data from agent
lines and screens for real-time continuous monitoring,
and store data for historical reporting to help managers assess
contact centre activity, agent performance, and
resource utilisation.
Contact Centre Recording
Whether for
compliance reasons or for analytic purposes, contact
recording has become necessary for today’s contact
centres. Our recording solution can capture both
voice and screen data and store it across multimedia
channels at a high compression rate. With a
sophisticated indexing system and flexible search capability, you
can easily retrieve and replay recordings when you
need them. The application is supported by virtually
all telephony interfaces and can be easily
integrated with your existing infrastructure.
Customer Interaction Center (CIC)
All-in-One Contact Center Platform
We
offer organisations of every shape and size an
innovative all-in-one software platform for their
contact center needs. CIC’s powerful contact center
applications and PBX/IP PBX call processing,
voicemail, fax server and unified messaging
capabilities extend its reach throughout the enterprise –
connecting and empowering business users, agents and managers
to elevate performance and customer service.
A powerful tool for both the enterprise and contact centre, CIC
offers complete phone system capability and is
designed to reduce costs and improve
productivity.
Do contact us to understand more of CIC and how it can benefit
your business.
