Cable & Wireless has launched a new network-based service for multi-channel contact centres. Its purpose is to enable them to handle customer communications via email, web contact requests and voice seamlessly.
The Company, has explained that the new offering is based upon Ciscos Multi-channel IP Contact Centre application, and provides customers with quicker, more intelligent customer service, regardless of whether their query arrives via phone, email or over the web.
With the new offering customers can expect shorter waiting times and fewer internal transfers between agents within companies deploying the new technology, says Cable & Wireless . Centralised customer histories and new queuing technology enable customer calls to be prioritised and more quickly routed to the appropriate contact to ensure better levels of customer satisfaction.
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