Contact Center Outsource Providers
Contact center outsource providers require a broad range of automated solutions to address requirements across multiple customers. Contact flexibility within a single infrastructure is important. For example, one customer may desire to reduce hold time without having the budget to add agents. Another would like to offer SMS messaging to confirm details provided to a caller. In all cases an outsourcer must continually work to retain and grow services provided to their customers while managing costs.
VoltDelta Hosted Solutions are an ideal resource for contact center outsourcers due to the flexibility in providing voice and messaging from a single platform, modularity to selectively deploy automated customer care applications, and efficiency of a hosted model. Application examples include:
- Name & Address Capture – DeltaID provides the ability to immediately identify a caller by reverse phone number look-up. Contact center outsourcers can use this solution to reduce agent handle time for address capture, or route callers to specific agents based on pre-defined rules.
- SMS Confirm – Trigger an SMS message from an agent desktop to confirm an appointment or verify details from a call
- Peak Overflow – Reduce hold time during heavy call volumes without adding agents with VoltDelta inbound voice recognition applications. An automated application can be created to answer calls and resolve issues without agent assistance. DeltaCallme can also be used to schedule a call back during off-peak hours.
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