ACC has the benefit of focusing on it's core operations rest assured the technology design delivery and support is in good hands for a flat monthly service fee.
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Contact Center Solutions
The industry-leading eCRM Call Management System automates tasks to maximize agent productivity and enhance the value of outbound customer contact campaigns. Our outbound module facilitates proactive customer contact through predictive and preview dialling, campaign and call list management, automated messaging, scheduled recalls, and intelligently matches outbound calls to an appropriate agent based on skills and availability.
As with all eCRM solutions, our Call Management System’s outbound
solution is built upon a scalable platform for integration with existing
systems and offers these key benefits to help you effectively manage your
customer interactions:
Maximized agent productivity by improving the quantity
and quality of your outbound customer contacts.
Improved flexibility through smooth integration with
existing telephony systems and optimal use of inbound and outbound agent
resources.
Increased ROI through rapid deployment of call management capabilities
that increase revenue opportunities.
Check out a recent case study on eCRM’s Outbound capabilities for call centers.
With virtually unlimited capacity to add and scale inbound queues, our system can provide Automatic Call Distribution based on agent skills, quota, DID, DNIS , or other factors determined by your business. eCRM switches are capable of generating Network Busy signals to re-route calls during off-hours. We can also provide virtual queues, permitting callers to hang up while remaining in the queue, allowing the system to dial-out and bridge it to an available agent at the appropriate time. The eCRM Automatic Call Distributor can:
Improve
productivity by routing calls to the appropriate agent queue
based on sophisticated customer-defined business rules.
Provide
complete flexibility to divide customers into projects for personalized
service experience.
Maximize inbound call efficiency through integrated Interactive
Voice Response features in the Inbound Platform.
Create a single unified contact center by load balancing
customer contacts across geographically isolated contact center sites
utilizing sophisticated PBX network busy signalling to dynamically customize
inbound queues.
Automated customer care using telephony has become a significant part of every organization maintaining client relationships. A well-designed IVR solution plays a critical role in reducing costs and increasing the efficiency of an automated customer response system. IVR systems allow customers to receive such benefits as accessing up-to-date account information 24 hours a day without having to speak directly to a person. Computer Telephony Integration (CTI) can easily be included to provide the customer with the option to speak to a Customer Service Representative, while allowing the agent quick and easy access to the customer's account.
IVR technology can also be used to gather information
automatically as in the case of telephone surveys, prompting the user
to answer questions via touch-tone telephone. Verbal responses are automatically
processed using integrated speech recognition software within the IVR
system.
eCRM offers one of the most versatile and scalable platforms available
for setting up IVR. Dynamic IVR can also be linked to customer databases
to provide and collect real-time information and can be further enhanced
using TTS (Text to Speech) and STT (Speech to Text) packages for processing.
Various Applications
Status Reporting
PIN generation
and Verification
Location and Address
Finder
Poll and Survey
Name and Address
Change
Emergency Notification
Response
FAQ
Service call Scheduling
Benefits Management
Customer Service
Census
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