State of Service Management
Defining the 2012 services enterprise.
Customer service is about response, information and resolution. Through automated management of traffic, knowledge bases and escalation, Contact Center applications elevate performance and your reputation for differentiating service.
The Contact Center solution area supports call centers, information desks, service hotlines, inside sales and telemarketing activities. Integrated multi-channel inbound/outbound capabilities enable customer service representatives to serve prospects and customers in their media of choice, including phone, fax, e-mail or Internet.
Excel Where Customer Service Reputations are Won and Lost
Integrated customer self-service portals with automated email response, automated call escalation and interfaces to Computer Telephony Integration (CTI) systems help streamline customer interaction processes. Contact Center solutions also provide work scheduling and demand balancing to optimize staff utilization. Employee personal portals enable access to comprehensive real-time customer data and decision support tools including intelligent knowledge management and scripting for problem resolution and inside sales, drive higher staff productivity.
The objectives of Astea’s Contact Center software are to reduce overhead through improved first-call resolution rates and shorter service-call handling times, as well as more efficient customer service and higher levels of customer satisfaction. A third-party knowledge engine is integrated into this application to extend the diagnostic tools available to call center agents.