[ Multi Media Contact Centre ]

To keep customers loyal, organisations need to provide quality service; and that often means giving customers freedom over 'how' and 'when' they choose to make contact.

The problem for many traditional contact centres is that they're just not geared up to deal with the ever expanding range of technologies and devices - from PC and Smartphone-based services such as email and web chat, to mobile phone services such as SMS and MMS.

Contact centres must evolve; and more sophisticated and integrated customer contact handling systems are needed.

CallPlus IP supports all of the following media channels on a single platform and in an integrated manner:

• Phone (mobile or fixed line calling)
• Email
• Web Chat
• Short Message Service (SMS)
• Instant Messaging

Through close integration with CRM, it also delivers truly unified communications – enabling you to recognise, for example, that a customer calling in is the same customer that emailed the previous day. CallPlus can then empower Customer Service Advisors with all relevant information and customer details; and unify vital data into reports for managers.

In the near future, Macfarlane will be extending the CallPlus IP platform to also support Multimedia Message Service (MMS) and video calling.