Multichannel Contact Center

Tegsoft - Hello Happy > Product Family  > License Packages > Multichannel Contact Center

Explore Tegsoft Multichannel Contact Center,

for providing omnichannel Customer Experience.

uploads - TEG_multichannel_tr-01.png

Multichannel Contact Center Services

 

With the Multichannel Contact Center, companies are not only able to provide customers with voice channels; they can also communicate via SMS, Email, Webchat, and Social Media channels.

Changes in customer habits are urging contact centers to go beyond service with voice communication only.

  • Instead of calling the Contact Center for a service they want to receive, customers prefer to forward a request via tweet.
  • Or, they want to get an immediate answer to their question about a product they’re reviewing on the company’s website, via Webchat Agent.
  • They can start a conversation through Webchat session and prefer to continue over voice call where they left off.
  • No matter what communication channel, they expect to receive information about their previous requests in the communication they perform with the Contact Center.

 

On the other hand;

  • Companies want to see and manage customer communication history, regardless of which communication channel, to provide a real customer journey experience.
  • They want to manage their customers’ comments on Social Media via the Call Center and thus response fast.
  • They want to reach their customers, who cannot be reachable by voice channel, via SMS or Email.
  • They demand that all these channels be managed in a collated manner by Agents.

Multichannel 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
  • Management of SMS, Email, Webchat, Facebook ve Twitter channels
  • 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 2.000 IP Phone Subscriber license

Integrations for 3rd Party Softwares and Embedded TegsoftCRM Features

 

Multichannel 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 Multichannel 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.

Let’s meet our Happy Customers.

We’d love to have you here :)