How we are different
Here are just some of the things that set Contact+ apart from other systems:
Most systems deal with interactions in isolation, displaying a fractured and discordant face to the customer. Contact+ promotes continuity by empowering agents with a full conversation history, and by aiming to use the same agent per customer for any particular issue, thereby removing the need for the customer to repeat themselves.
By linking together all the different channels into a single, unified conversation, Contact+ presents agents with a complete, clear and concise picture of the customer’s journey so far, allowing them to quickly take the next steps in resolving the issue.
Contact+ allows customers to send a text or fill in a web form with the date and time of their availability and receive a callback from the system at that time. This entirely removes the need for endless queuing and having to listen to automated, robotic messages.
Easiest to use
Contact+ provides the easiest and most intuitive Agent user interface on the market with powerful features (such as the ability to replay contact call recordings embedded in conversation threads) to aid first contact resolution.
Most flexible to manage
Our powerful Admin/Supervisor user interface enables administrators and managers and supervisors to view activity in real time and make changes on-the-fly without having to go to IT. This allows them to react quickly and decisively to changing circumstances.
More intelligent contact routing
Contact delivery to agents and automated resources can be prioritised based on real-time and historical contact activity as well as standard business rules.
Provides enhanced problem resolution features
Our Agent Desktop displays all threads within an active customer conversation, across multiple contact channels, to aid problem resolution. Our Supervisor Desktop provides unified reporting of all conversations and application/CRM activity to aid analysis and future planning.
Offers greatest consistency
Delivering comparable service levels to customers regardless of the contact channel used and also allows consecutive inbound customer contacts to be directed to the same agent.
Create personalised customer journeys based on previous interactions and data from CRM systems and other sources. For example, personalised offers can be made to individuals based on buying history, prioritisation and real time activity.
Future-proofs your operation
With a modern, fit for purpose architecture and design, and the use of .NET technology, new features can be constantly introduced, and integrations completed faster than ever before.