• 0773392561
  • moses@ezonebiz.com
  • Harare, Zimbabwe
CONTACT CENTRE

A contact center solution enables you to provide customers with an omnichannel experience while simultaneously deriving customer context from the numerous channel-based interactions. It is a tool that helps the inbound and outbound operations of any call or cloud contact center.

 

The omnichannel contact center that effortlessly integrates your current systems and customer engagements. Create community instead of complica9on. It Manage all client interac9ons in one loca9on across the channels – chat, voice, messaging, and social integra9ons – all linked with systems you already use.

The solution can deliver contextualized assistance during all interac9ons. Contextualize and customize customer assistance by integra9ng interac9ons across all touchpoints and devices.

It is a platform that is adaptable and scalable with omnichannel support for both inbound and outbound service.

  1. Boosts client happiness, enhance reporting, and improve agent productivity.
  2. Reduce the expenses of maintenance, hardware, training, and licenses while increasing uptime.
  3. Understand your business and manage customer interactions across all channels with dashboards that provide real-time data and historical statistics.
  4. With dashboards that offer both real-time data and historical information, it is easy to comprehend your business and manage client interactions across all channels.
  5. Send Calls to The Correct Team based on the IVR option that has been chosen, route consumer calls.
  6. Organize agents into teams according to how well they can respond to client enquiries. IVR options automatically route the consumer to a specific team to offer them a high-quality support system.
  7. Call Redirecting from customers may be sent to various user numbers so that your  staff is always  available and prepared to take calls from clients.
  8. Calling queue manages every call from a client in the queue and route it to an agent depending on that agent’s availability.
  9. Skill-based routing assigns people to teams based on their abilities to answer consumer inquiries and helps customers get immediate answers to their questions.
  10. Routing Based on Time – Inbound client calls should be routed to a certain user’s number according to their availability during business hours.
  11. Give agents access to a single customer view, simple processes, and effective coaching tools.
  12. Simplify the agent experience
  13. Measure the important things so you can spot performance patterns immediately and provide coaching that has a big impact.
  14. Transform in-the-moment performance into data-driven insights to improve
    customer service.