How Can UNIVERGE Business ConneCT Synergize an Enterprise?
Enterprises want synergy to achieve goals. They need to synergize with suppliers, employees, and even other companies. Call management is one of the things that enterprises can do to manage the workflow smoothly. Contact center solutions provided by an IT service provider can help large enterprises with substantial human resources manage the workflow.
Enterprise instant messaging
Enterprise instant messaging is an integral part of a unified communications solution for enterprise. The software that facilitates unified communications allows the user to show his or her presence. There are features like file sharing and image sharing, which can be added in an instant messaging session. The service can be availed on any device. The solution integrates productivity tools. An instant messaging application lets the users switch to other ways of communication, including group chat, voice calls, and video conferencing within the application.
Many enterprises prefer to use DECT handsets because they ensure free-of-charge internal calling. The enterprise instant messaging solution enables a user to send and receive text messages using DECT handsets.
Better customer service
Enterprises these days don’t want to lose customers. The unified communications solution for enterprise should, therefore, have a seamless Interactive Voice Response (IVR) menu to help callers connect with the right department. IVR menus enable self-service for callers by providing information such as product details and frequently asked questions. Specific tasks such as bill payments and checking account balances can be automated with an IVR menu.
Better customer experience
Business Connect is a service that supports multiple languages, including Japanese, Arabic, and Chinese, among many others. The selective call pick-up ensures that the loyal customers get the preference first. Customer relationship management software like Salesforce can be integrated into the service to ensure a better customer experience. Automated audio messages can be played for customers who are waiting in a call queue.
Get better insights
This service offers the user the ability to get better insights. Enterprises can make a post-call survey using UNIVERGE Business ConneCT. The survey may include a set of questions aimed at gauging the quality of the communication interaction.
Real-time dashboard
The service provides live data related to communication and collaboration services within an organization. Real-time insights into metrics such as call volume, call wait times, call quality, video conferencing usage, and availability of support agents can be gained from this service. A unified communication administrator can monitor the performance of the UC system, identify issues in real time, and take immediate actions to optimize service quality and availability. The real-time dashboard helps in maintaining the quality of service and ensures smooth collaboration.
Soft wallboard
The soft wallboard prominently shows data such as the number of incoming calls, agent availability, average wait times, and customer service queue lengths. It motivates agents to meet performance targets and deliver exceptional customer service by providing real-time visibility into key metrics. This promotes the optimization of customer interactions and ensures efficient utilization of communication resources.
Reporting
An analysis of historical communication data provides insight into past performance and trends. UC reporting may include metrics like call duration, call abandonment rates, user adoption of UC tools, and usage of collaboration platforms. Analyzing these historical metrics allows organizations to make informed decisions about resource allocation, system improvements, and user training. Reporting helps optimize UC services by identifying areas for enhancement, cost reduction, and the development of strategies for more effective communication and collaboration.
Conclusion
UNIVERGE Business ConneCT offers a comprehensive solution to synergize enterprise operations. It enhances collaboration, improves customer service, and ensures a seamless customer experience. Through post-call surveys and real-time dashboards, it provides valuable insights for optimizing communication and resource allocation. The soft wallboard and reporting features further promote efficiency and excellence in customer interactions.
Enterprise instant messaging
Enterprise instant messaging is an integral part of a unified communications solution for enterprise. The software that facilitates unified communications allows the user to show his or her presence. There are features like file sharing and image sharing, which can be added in an instant messaging session. The service can be availed on any device. The solution integrates productivity tools. An instant messaging application lets the users switch to other ways of communication, including group chat, voice calls, and video conferencing within the application.
Many enterprises prefer to use DECT handsets because they ensure free-of-charge internal calling. The enterprise instant messaging solution enables a user to send and receive text messages using DECT handsets.
Better customer service
Enterprises these days don’t want to lose customers. The unified communications solution for enterprise should, therefore, have a seamless Interactive Voice Response (IVR) menu to help callers connect with the right department. IVR menus enable self-service for callers by providing information such as product details and frequently asked questions. Specific tasks such as bill payments and checking account balances can be automated with an IVR menu.
Better customer experience
Business Connect is a service that supports multiple languages, including Japanese, Arabic, and Chinese, among many others. The selective call pick-up ensures that the loyal customers get the preference first. Customer relationship management software like Salesforce can be integrated into the service to ensure a better customer experience. Automated audio messages can be played for customers who are waiting in a call queue.
Get better insights
This service offers the user the ability to get better insights. Enterprises can make a post-call survey using UNIVERGE Business ConneCT. The survey may include a set of questions aimed at gauging the quality of the communication interaction.
Real-time dashboard
The service provides live data related to communication and collaboration services within an organization. Real-time insights into metrics such as call volume, call wait times, call quality, video conferencing usage, and availability of support agents can be gained from this service. A unified communication administrator can monitor the performance of the UC system, identify issues in real time, and take immediate actions to optimize service quality and availability. The real-time dashboard helps in maintaining the quality of service and ensures smooth collaboration.
Soft wallboard
The soft wallboard prominently shows data such as the number of incoming calls, agent availability, average wait times, and customer service queue lengths. It motivates agents to meet performance targets and deliver exceptional customer service by providing real-time visibility into key metrics. This promotes the optimization of customer interactions and ensures efficient utilization of communication resources.
Reporting
An analysis of historical communication data provides insight into past performance and trends. UC reporting may include metrics like call duration, call abandonment rates, user adoption of UC tools, and usage of collaboration platforms. Analyzing these historical metrics allows organizations to make informed decisions about resource allocation, system improvements, and user training. Reporting helps optimize UC services by identifying areas for enhancement, cost reduction, and the development of strategies for more effective communication and collaboration.
Conclusion
UNIVERGE Business ConneCT offers a comprehensive solution to synergize enterprise operations. It enhances collaboration, improves customer service, and ensures a seamless customer experience. Through post-call surveys and real-time dashboards, it provides valuable insights for optimizing communication and resource allocation. The soft wallboard and reporting features further promote efficiency and excellence in customer interactions.
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