Simple and effective omni-channel communications
With customer experience now the key differentiator between businesses, you cannot afford for your frontline customer communications to fall behind expectations. How can you maximize the effectiveness of your existing resources to ensure a best-in-class service delivery? storm® CONTACT™ converges every channel into a single blended queue, delivering each inquiry to the best available agent sequentially.
Key Features:
CONTACT™ matches inquiries to the best available agent, every time, across voice, SMS, email, web, instant messaging, social media, and more, through iACD® (intelligent Automated Contact Distribution).
Intelligent algorithms, leveraging principles such as Mediated Interaction Matching (MIM), calculate routing based on factors such as personality and skill level to optimize contact center effectiveness.
The Desktop Task Assistant (DTA®) provides a single unified interface for every channel, optimizing agent efficiency and enabling truly flexible working.
Integration with 3rd-party systems, including CRM, provides agents with the necessary information to provide consistent cross-channel customer service.
Integration with secure payment systems, as well as management information, allows you to deliver a seamless, highly functional environment.
