Contact Center

Customers demand access through a variety of means. In order to simplify information flow, it is essential to integrate the traditional call center functions with paper-based mail and new electronic contact channels, aligning voice, email, web, fax, chat, CRM, ERP, social media and wireless communications.

The result is a seamless and fully integrated interface, delivering coordinated, responsive, consistent customer service. Clients are able to choose their preferred method of entry, and each call can be directed according to customer need, value and other business rules that apply to specific goals and objectives.

Developed on a strong technical architecture, our Contact Center solutions integrate disparate technologies and communication channels to help you meet specific business objectives. More than simply a touch point of entry, these integrated solutions facilitate customer interaction management across all channels to provide a single view of the organization and customer. On this foundation, Contact Center clients are able to implement world-class customer management strategies, allowing for a strong return on investment and immediate cost savings.

Every customer interaction is an opportunity to make or break your brand image; real-time matching of the right customer to the right agent or resource is paramount to a successful customer experience. Done correctly, customer satisfaction improves, as do up-sell and cross-sell opportunities, and high-value customer segments can be handled according to your business rules. Transcend United’s Contact Center solutions help businesses realize higher levels of efficiency while simultaneously driving increased revenues. And with the calls automatically routed to the most appropriate agents, overall contact center throughput increases, as operating costs fall.

The Contact Center leverages IP to flatten and consolidate call center infrastructure, removing expensive network charges and allowing one centralized set of applications to run multiple locations. Remote agents, satellite locations, outsourced resources, and resident experts can be added as extensions to the contact center, maintaining centralized management and decision-making.