The Multi-Media Contact Centre

Every telephone call or email that goes un-answered is a lost opportunity - and often a lost customer. SpliceCom provide a completely modular system ensuring that all methods of customer interaction - telephone calls, emails, faxes, SMS messages, web chats and web callback requests - are allocated to the right person at the right time - every time. By delivering highly advanced and robust call and task routing, all calls are handled and answered consistently in a timely fashion - no matter how they arrive.

SpliceCom's Multi-Media Contact Centre solution for maximiser increases customer satisfaction by:

• Identifying customers and types of callers when they call or email, whilst ensuring that they are prioritised correctly and allocated to the most skilled available user.
• Dynamically increasing the priority of a waiting call or other task so that customers' wait time is reduced.
• Progressively increasing the number of agents who can be allocated the call or task, so that even when call volumes are high, the call will always be given to someone who can answer that enquiry.
• Integrating the contact centre directly with your business applications, so that agents know who is calling and can handle the call more effectively.
• Ensuring that fewer calls are abandoned or lost.