Depending on the needs of an enterprise, contact centers have evolved from simple voice-based operations to technically sophisticated ones. The challenge today is to transform these into fully integrated, context-based customer experience management centers to address the needs of the customer. Enterprises need to shift to a customer experience management centric approach, which includes adapting to flexible and scalable infrastructure, multi-channel interactions – voice, e-mail, IM, video and social networks; and integration with enterprise applications, fully preserving the "customer" context.
With extensive experience in multi-vendor products and platforms, ISON offers end-to-end technology solutions for contact centers, including consulting, systems integration, infrastructure implementation, and onsite/ remote support which help enterprises address the ever-demanding customer needs. Our contact center capabilities include:
- Unified and Virtual Call Centre Solutions
- Automatic Call Distributor and/or Dialer
- CRM application/Call Centre Servicing application
- Campaign Management System
- Call Recording Systems
- Interactive Voice Response Systems/Speech Recognition Systems
- Workforce Management Software
- Computer Telephony Integration (CTI)
- VoIP Solution
The solution provides following benefits to enterprises:
- Short deployment time of 6-8 weeks
- Reduces cost to serve upto 30% by intercepting customer care calls
- Enhances revenue by promoting specific application screen
- Improves customer satisfaction and increases customer loyalty
- Real-time insights for customer care calls
- First Call Resolution (FCR)
We also offer BPO services, through ISON BPO in telecom, government, oil & gas, and banking and financial services sectors. The robust BPO services infrastructure is built on global delivery framework to deliver voice, non-voice and other knowledge process outsourcing (KPO) services.
The solution provides following benefits to clients:
- Integrated IT and BPO solution to address end-to-end customer needs.
- Reduced costs through local presence and on-shore/remote support.
- Superior customer experience leading to highly satisfied customers and boost business growth.
- Incremental revenues through highly interactive marketing campaigns.
- Increased subscriber loyalty due to personalized customer experience.
- Lower Total Cost of Ownership (TCO) through plug and play