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Today: Nov 16, 2018

Avaya IP Office as a Contact Center

Superior Customer Service and Intelligence

Overview

IP Office Advanced Edition enables growing businesses to take advantage of Avaya’s industry-leading contact center expertise. For small to medium businesses that want to differentiate themselves through exceptional customer service, Advanced Edition provides customer service reps and their supervisors with the tools to effectively handle call volumes and gather and report valuable customer intelligence to help increase sales and agent productivity.

Building on the IP Office Preferred Edition (required pre-requisite), Advanced Edition helps businesses take customer service to a higher level.

 

Capabilities

• View agent status – Customer service reps and supervisors can get real-time information on call queues, hold times, agent status and more, to help ensure customers are always being served quickly, efficiently and professionally.

• Assess agent productivity – Customer service supervisors can gather current and historic data and generate reports to gauge the productivity and performance of agents. The intuitive browser-based interface offers drag-and-drop simplicity, making it easy to configure, generate and deliver customized reports that can be acted upon quickly.

• Manage campaign performance – Growing businesses can get real-time insights into how marketing campaigns are performing so resources can be adjusted if necessary to maximize on the investment. Capture information such as telephone number and area where responders are calling from (among other data) that can help streamline costs and boost campaign-generated revenue.

• Selectively retrieve recorded calls – Call recording can positively impact customer service and revenue and it also enables more meaningful training sessions. Calls can be easily and securely retrieved from any PC by searching on any number of fields such as date, time and extension number, and archived to a storage device such as DVD.

• Automate popular inquiries – Free up valuable time for customer service reps by providing customers with easy-to-use caller menus for fast and efficient responses to commonly-asked questions. Callers can respond with touch-tone or voice response (or both). Create customized surveys. Retrieve information the same way voicemail messages are replayed.

• Create self service menus – Improve responsiveness to customers and continue
generating revenue even outside of normal business hours. Customized, automated self-help menus allow customers to
place or change orders, check status of shipments, and more.

Benefits

• Measure and track customer service – Real time and historical call statistics gives your business insight into how well you are serving your customers.

• Quicker response to service issues – Simple to use management tools enable you to react to and change routing rules, agent assignments or service capacity on demand

• Manage resources efficiently with automated 24/7 service – Self-help options can drive revenue in off-hours (access information, get directions, check order status and more) and free up agents for more critical, customer-facing tasks

• Discover new opportunities – Leverage your customer recordings for first-hand information on what your customers want. Confidently create new offers or enhance existing ones to boost your revenue stream and expand market presence

• Address individual agent needs – Quality checks (through call recordings) can reveal both positive and negative agent performance. This will enable you to correct or reward accordingly

• Conflict resolution – Replay customer conversations to help resolve customer issues with the facts

 IP Office Customer Service for Agents and Supervisors

Improve Agent Productivity and Customer Intelligence

 Overview

Businesses that understand how communications can enhance customer service and productivity will appreciate the powerful information IP Office Customer Service applications for Agents and Supervisors can deliver.

Whether a business has a traditional call center or simply people who answer phones, valuable data in customer calls can help improve customers’ experiences and deliver greater revenue and more satisfied and loyal customers.
Available with IP Office Advanced Edition, Customer Service for Agents and Supervisors provides a wealth of information through intuitive, easy-to-use interfaces and tools.

 

Capabilities

Real-time Access to Information – Supervisors get point and click, drag and drop convenience for real-time information by agent or group of agents or to set alarm notifications and automatically deliver customized reports.

Through customizable views set by their supervisor, agents can see a wide range of information to help them budget their time based on workload, call queues and agent availability, including number of calls on hold or in progress, lost calls, number of agents logged in/out, and more.

When an agent knows that no callers are waiting in queue, he or she can spend more time with customers building relationships, generating more revenue, and enhancing overall customer satisfaction and loyalty.

Customizable Reports – Customer Service Supervisor offers easily customized reports to display specific information that is most relevant to the business:
• Create a caller identification report to see where the most (or fewest) calls originate from (by area code, country code, prefix, etc.)
• See how many calls have been taken over a period of time, the length of calls, and more
• Set and adjust thresholds to trigger alarms to suit changing objectives and campaign targets
• Schedule automatic report delivery in preferred format

Detailed, actionable data helps Supervisors schedule staffing for peak times, provide relevant agent training (including recording and archiving of calls for later review) and to improve overall business performance.

Benefits

• Improve customer experience – provide highly personalized customer service with speed and efficiency
• Manage staff more effectively – understand the peaks and valleys of call volumes so you can staff accordingly
• Improve training – make better use of agent call recordings to enhance sales techniques and service skills
• Grow revenue – detailed data on calling patterns helps drive more effective sales campaigns and day-to-day selling performance

ท่านสามารถ Download เอกสารของ IP-Office Contact Center ได้ที่นี่

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สนใจสอบถามรายละเอียดเพิ่มเติมได้ที่ 0-2528-0383 กด 1


 

Address

T.S.R.-Telecom Systems Co., Ltd.
12,14 Ratthanathibech 28 Road,
Bangkasor, Muangnonthaburi
Nonthaburi 11000 , Thailand

ที่อยู่บริษัท

บริษัท ที.เอส.อาร์.-เทเลคอม ซีสเท็มส์ จำกัด
12,14 ถ.รัตนาธิเบศร์ 28 ต.บางกระสอ
อ.เมืองนนทบุรี จ.นนทบุรี 11000

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