Blended Contact Center

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Explore Tegsoft Blended Contact Center, 

for providing excellent Customer Experience.

Blended Contact Center Services

 

Blended Contact Center has an important role both as Customer Services and as a Marketing Channel.

Contact Centers are competent in, customer relationship management, supporting sales and marketing operations, campaign researches for informing customers and determine their needs, and time and cost management.

 

Customers prefer to get service through Contact Centers in order to;

  • get information about a product or a service they want to purchase,
  • to make a purchase,
  • to indicate a complaint or a demand for the service/product they have purchased.

 

Companies prefer to use automated call campaigns to,

  • provide information about new products and/or services,
  • conduct Customer Satisfaction surveys for collecting feedbacks,
  • run personalized call campaigns for the group of customers,
  • manage customer information, remind debts.

Expectations from Blended Contact Center for Customer Services

 

When customers call the Contact Center, they expect to;

  • get the information about their demands or complaints as soon as possible,
  • complete their operation as fast as possible by self-service, without talking to an Agent.

 

Companies expect from Contact Center Management to;

  • execute call processes in one screen in the fastest way,
  • operate every information of customer’s during the call, by integrating other software that they use for the institution,
  • be able to follow and analyze the call traffic, transiently.

 

Expectations from Blended Contact Center for Automated Call Campaigns

Automated call campaigns can be conducted through Agents (Attended) or IVR (unattended).

Depending on the nature of the campaign, three different calling methods can be used for the Outbound Contact Center to work with maximum effectiveness:

  • Preview Dialer: In this method, contact data is selected automatically from the campaign data that is uploaded and shown on Agent screen. An outbound call is initiated manually by Agent.
  • Progressive Dialer: Customer details that are in the campaign data automatically pops up on the Agent screen and an outbound call is started automatically by the system.
  • Predictive Dialer: System analyses the outbound call access rates to initiate the calls. Multiple calls are initiated according to the statistics and assigned to the Agents.

 

Features that companies expecting for Campaign Management are;

  • uploading campaign data easily,
  • popping-up all necessary customer data on Agent desktop during the call,
  • creating campaign result categories and reporting result codes,
  • managing campaigns and agent assignment easily,
  • real-time campaign call monitoring,

Blended Contact Center Agent Package Features

 

We offer the following features with the Blended Contact Center Agent Package, to help companies to provide excellent call center experience to their customers:

  • Easy accessibility with the Web-based Contact Center interface
  • Location-free working flexibility.
  • Call Management in one screen with integrated Webphone
  • Alarm mails to ease management
  • Agent activity management and reporting
  • Managing manual outbound calls
  • Uploading data from an Excel file or dynamically through a Web-Service
  • Running automated call campaigns via Agents or IVR
  • Creating an unlimited number of campaigns
  • Assigning an Agent to a specific customer set
  • Managing data on real-time
  • Monitoring call process, reporting and elaborating waiting calls
  • Using software in one screen with the help of extended integration features
  • Controlling call traffic by using Status Bar, instantly
  • Sound Recordings
  • Reporting and analyzing sound recordings
  • IVR Features
  • Including basic PBX Features and 1.000 IP Phone Subscriber license

Integrations for 3rd Party Softwares and Embedded TegsoftCRM Features

 

Blended Contact Center Agent Package includes advanced integration patterns for your Customer Relationship Management (CRM) software as well as embedded CRM application.

TegsoftCRM allows customers to perform the following operations :

  • Integrated and configurated CRM
  • Opportunity to increase customer satisfaction with the caller identification feature
  • Managing the Projects or the Customers by grouping customers
  • Customer-based, specialized call campaigns
  • Access to call history of the customer
  • Creating specified activities for the Customer
  • Defining and conducting surveys

Besides the features that we provide with the Blended Contact Center Agent package, we also offer;

  • easy scaling from one agent to hundreds of them,
  • fast installation,
  • Remote access and management opportunities,

with the Tegsoft Communication Platform infrastructure

Customer Review

Today, using technology is very important for companies, we need to take the advantages of it. Tegsoft is a quite supportive program in this regard.

Tegsoft has a wide range of web services that help to integrate all the software we use. At this point, we can quickly reach out to our customers from anywhere in Turkey, who provide us with information through social media accounts, our website or different channels.

System integration between Tegsoft and our software gives us the ability to respond to our customers less than a minute. We’re receiving positive feedback from our customers with the help of this process which Tegsoft provides.

 

Hüseyin YERÇOK – Active Marketing & Contact Center Manager, FUZULEV

Services

Education

We provide E-learning environment with easy access with customers’ specified identification features. You can reach to enriched learning objects easily, for more effective use of products.

We provide enhancing Customers’ knowledge with example situation videos and prepared lecturings, and provide an opportunity for testing their learning with the help of trial simulations.

Learning Portal is enriched with detailed lecturing-supported materials to complicate learning. In addition to this, it enables users to use e-learning again during the whole period of system usage.

 

Support

Tegsoft Knowledge Base has the technical support materials, oriented to different needs. Besides, we give free support through e-mail, for product-oriented technical support needs. If you want to get remote or on-site support, we are happy to serve you via our certified Business Partners.

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