CONTACT CENTER TECHNOLOGY

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