Biznes Innovation delivers telecommunication solutions for sales and customer service teams, hot-lines, contact-center. Our projects are of "turn-key" type. Cloud based approach makes it possible to offer very short lead times.
We carry audits of solutions and processes with an improvement plan as a result.
Offer is supplemented with sales training workshops for contact-center agents and supervisors.
or how to unify customer service communication in all channels, via SMS, phone, web, chat, email...
Moderb businesses keep contact with customers via multiple digital channels, not only via phone. Omni-channel contact-center is capable of handling phone calls, chat sessions, emails, sms and video in unified way, with teh same agent team. Both for uinbound and outbound channels.
Such system can simultaneously queue incoming requests from all channels and assign them - according to preset rules - to free agents.
Main advantage of such approach is registration of all customer interactions in one database as client history record.
Management of inbound / outbound campaigns
Advanced contact-center systems enable daily adjustments o agent teams based on running campaigns,
Effectiveness of outbound campaigns can be improved via automatisation - or so called dialler. Call-center agents can trigger calls in accordance with the predefined contact schedule.
Call-center can apply "progressive dialling" mechanism, in which teh system automatically initiates outbound connections for free agents.
International operator services
Our offer in co-operation with European operator of business telephony NFON:
- fixed line phone numbers in Poland, EU and selected countries worldwide
- number portability of international numbers
- attractive, negotiable call rates with per second billing
- high voice quality
- flexible outbound number presentation
- SIP trunks
Era of Artificial Intelligence (AI) is approaching
Voice bots are more user friendly and more acceptable by clients than pressing IVR options
Artificial Intelligence is more and more an answer to contact-center efficiency requirements. ALready now, digital voice analysis and synthesis, in many languages, is advanced enough to automize routine contact-center tasks. Those can be for example account balance checks, password reset requests, or setting appointments. AI bot engines integrate with business processes and databases so bots can perfectly answer customer's questions.
Bots are also used to conduct automated telephone surveys.
Current state of the call center can be presented to management and employees as a wall-board, a graphic presentation of current KPI parameters regarding agents work and quality of customer service. Wall-board can present number of clients waiting in the queue, average waiting time, number of missed calls, number of active agents etc. Wall-board layout is adapted to customer requirements
Recording of calls and other contact-center interactions is often necessary to meet legal or business requirements. We offer cloud systems that guarantee security of data processing confirmed by agreements in accordance with GDPR.
Call recordings can also be used to train agents and improve quality of customer service.
Integrations are possible in two ways: computer-phone (CTI) or application server-telephony system (REST). Integrations allow for:
- searching and displaying client records based on incoming calls
- registering calls in CRM database
- easy call initiation via click-to-call function
Statistics and reporting
We offer call-center systems which provide complete statistics regarding activities of agents and quality of customer service. Reports are available online. We can monitor efficiency of marketing channels, statustics of incoming and outgoing calls, and effectiveness of agents. We adapt the presentation layer to actual needs. Statistical data is available as download for further analysis and presentation.
Web chat, video, voice
Modern contact-center solutions can use multimedia communication technology -WebRTC - directly in the web browser. Thanks to this, clients can communicate with the contact center in many ways, simply by using a web browser. Integration of communication solutions with a company website is done simply by pasting url links.
Dialler is a necessary function for an outbound call-center in order to shorten the call setup time.
- manual dialler: campaign serves phone numbers to an agent, agent initiates call setup manually
- progressive dialler: campaign automatically dials clients, when agents are free
- predictive diallers annoy clients quite often, so soon they will not be used at all.
Examples of custom developments
Virtual call-center agent
Call-center system is executing an automated call campaign based on a pre-defined client lisy. Clients hear the information announcement and then can register answers via DTMF tones.
Interactive missed calls list
Typical telephone system allows agents to see their missed calls. Professional management of the sales department requires shortest possible customer service times. To achieve that a special web application was developed to present a list of all missed calls of the team. Calls than can be called back with a click, and the list is updated automatically. Sales leads are not lost anymore!
Customer data anonimization and masking
Clients of the outsourced business service center had high privacy requirements. On customer demand a special dialer modification has been prepared, so agents do not see neither client personal information nor his phone number.
Benefits of virtual contact-center
- short delivery time - counted in days or weeks rather than months typical for hardware projects
- turn-key project - single partner for complete contact-center solution, including operator services, implementation and staff training
- low entry costs - no inwestment into hardware server infrastructure and software licencies
- modularity and scalability - new users and functions are added quickly. Additional communication channels can be added as contact-center develops.
Reference contact-center projects
- Service desk call-center at web-shop
- Call-center at transport services broker
- International, networked call-center selling B2B services
- Sales department call-center at financial institution
- Call-center at debt collection company
- Sales call-center with marketing campaigns call tracking and advanced reporting at real-estate developer