SHIELD™ – protect the contact centre
The problem
What is the real cost of an abandoned call? What happens in an emergency, or when a campaign outstrips expectations and there is a surge in calls to your contact centre? Unanswered calls mean unhappy customers, leading to brand damage and lost revenues.
Pressure to handle calls faster leads to stressed agents and a less satisfactory experience for customers. Employing more agents, and buying the systems to support them, means higher operational and capital costs. A sudden peak in traffic can threaten the availability of the whole infrastructure, but you can’t tie up precious capital by buying extra capacity, just in case.
The storm solution
storm SHIELD uses intelligent IVR technology to field high volumes of calls before they reach agents. The sophisticated voice response capabilities allow customers to access many of the services they need automatically – from an account balance, to a secure payment system. SHIELD takes full advantage of storm’s massive capacity and the on-demand scalability which only the cloud can offer. You shouldn’t have to pay huge capital sums up-front for systems which are over engineered 99% of the time and insufficient for the other 1%. SHIELD flexes with your business, giving you the right scale of solution, all of the time.
Business impact
- More calls can be answered, meaning more happy customers and protection for your revenues, your agents and your brand.
- Your infrastructure is also protected against sudden surges, with massive capacity only when you need it.
- No need to bring in extra staff or buy extra systems to address one-off requirements.
- One SHIELD customer is able to give 93% of end-users the service they need automatically through self-service IVR.
- During a major incident, another SHIELD customer dropped less than 1% of calls while their main competitor dropped 75%.
Key features and functionality
- Largest platform in Europe gives customers access to unmatched capacity.
- Easy-to-use drag & drop interface enables rapid provisioning and updating of IVR scripts.
- In-depth real-time reporting enables customers to identify points of failure in their service flow and optimise their IVR.
- Multi-channel capabilities enable further automation, such as SMS keyword recognition or speech recognition.
- Calling Line Identity (CLI) recognition helps callers get to the right place faster, and passes their details to the agent’s screen.
How storm SHIELD works
- IVR services are provisioned from any location using drag & drop interface.
- Calls come in to the storm platform.
- Callers go through the automated self-service IVR flow and are intelligently routed onward to different contact centres.
- Calls can be routed freely between contact centres at different locations around the world.
- Real-time and historical reports can be customised for every element of call handling.
About storm
- Europe’s largest communications integration platform, delivering powerful new services from the cloud for maximum flexibility.
- Multi-channel convergence – communicate over any network, to any device.
- Real-time business agility – scale & adapt the solution on-demand.
- Total user control and management – easy-to-use browser-based interface.
- Open architecture for flexible integration – leveraging legacy systems & databases.
- Minimal up-front investment required – rapid deployment, low capex & low TCO.
To find our how storm SHIELD can transform the effectiveness of your contact centre, contact Content Guru on: Call +44 1344 852 350 or email our sales team