Netia

Contact Center integrates multiple communication channels in one tool. It provides the ability to communicate via telephone, e-mail or chat. Contact center automatically arranges information flow processes.

One intuitive interface provides consultants and their managers with many improvements to customer service. Managing all communication channels from one consultant console means more effective control of applications, contacts or potential leads.

The most commonly used performance indicators and KPIs in contact center monitoring can be divided into several categories. Some of them relate to the quality and accessibility of services, while others measure the effectiveness of employees. Other factors affect efficiency, which is closely related to profitability or cost. The three most significant ones are worth mentioning:

• SLA - Service Level Agreement - defines the minimum reliability and availability for customers. It helps in determining the optimal level of quality of the services provided.
• SLV - Service Level - presents the percentage of calls received in the assumed time. Depending on the selected contact channel, it should be determined individually.
• FCR - First Contact Resolution - describes the effect of interaction on the client-company line at the first contact. Indicates how many cases did not require transfer to a higher support line. It reflects the actual effectiveness of the organization in terms of handling requests.

The Contact Center system allows consultants to instantly recognize the calling person and view the history of interaction with them. This shortens the customer service time from the moment of recognizing his intention to the implementation of the case and closing the application.

The Contact Center system can be integrated with any call center system that is also capable of integration.