Deliver more accurate, personalized service, increase revenue opportunities and enhance customer loyalty

Yesterday’s call centers worried about processing large volumes of calls as fast as possible. Today, it’s the quality of the customer interaction that matters. The quantity of calls matter less than how good they were. And even more important, we need to make sure another one with the same customer take place in the future.

Everything has changed. While the phone continues to be the primary channel for customer contact – many customers want more options and we must oblige. Customers want instant access to smart agents whether they use the phone, e-mail, the Web or fax. Loyal customers want to be recognized instantly regardless of how they choose to contact us.

Smart Contact Center Solutions

NacTel offers scalable, multimedia contact center solutions that equip agents with instant access to customer information, the ability to respond quickly and the power to deliver top-quality customer service. The right contact center platform also permits more personalized cross-selling and up-selling, improved customer satisfaction, repeat business, higher levels of customer retention, and most important – increased revenue opportunities.

Unleash your service power

• Differentiate high-value customers across multiple contact channels and service them accordingly.
  
  
• Incorporate advanced voice solutions, including IVR (interactive voice response) and call blending
  
  
  
  
  • Automate tasks associated with managing inbound and outbound calling patterns by automatically shifting agents between outbound activities and inbound call handling based on the business rules you establish.
    
  • Intelligently route interactions by combining real-time customer information with business rules and agent skill sets. Quickly route callers by understanding their specific needs to the agent with the most appropriate knowledge and skills.
    
    
• Service your customers according to their desires from one unified interface:
  
  
  
  
  • E-mail
    
  • Web – voice over Internet protocol (VoIP) and chat
    
  • Traditional telephone
    
  • Fax
    
    
• Generate additional revenues through:
  
  
  • Skills-based routing logic
    
  • Abandoned call-backs
    
  • Live Web support for on-line buyers
    
  • Outbound sales call campaigns

NacTel offers businesses an extensive assortment of contact and call center solutions, and each one can be custom fit to meet special needs in a variety of environments. Contact NacTel for a demonstration.

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