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Contact Center on Demand
What is to be done in situations when a company needs to arrange its own integrated, contact center based service system, but has neither financial nor human resources necessary for that?
A very popular way of today can be followed — arrangement of service system using outsourced Contact Center. It’s very convenient when customer service is carried out by well-trained people, and you do not need to think about staff, to purchase Contact Center technical solution, to arrange a room, etc.
The issue of quality is especially urgent when work with requests of your potential and existing customers is one of the key components of your business. And how could it be done that, without any capital expenditures and with retention of information security, you can manage your Contact Center yourself?
The ideal solution for such tasks is the Contact Center on Demand service.
Contact Center on Demand means leasing to the customer of remote workplaces with powerful Contact Center functionality, necessary for high-quality service of customer requests, from call queue management and call prioritization functions to talk recording and collection of request statistics. By that, the customer needs only staff with computers and Internet access, and all the rest is our concern.
Contact Center on Demand is a great example of world-known Software as a Service (SaaS) concept, a new approach in IT services having bright future ahead of it. Contact Center on Demand as a service has just appeared of the CIOS market, but in the whole world it is already widely used, and such customers of the service as Samsung, Sony, British Telecom, Land Rover, BASF, Air France are just an evidence of its benefits.
Benefits of Contact Center on Demand Service
Absence of capital expenditure
Contact Center on Demand saves from costs for equipment and software. All you need for launch of the service are employees, their desktop computers, and Internet connected to those computers.
It should be also stated that the companies using Contact Center on Demand do not need to pay for software update. Many of our customers benefit not only from a more cost-effective price model, but also from the possibility to easily forecast their expenses.
Reduction of support costs
Using the Contact Center on Demand solution contributes to reduction of support costs, since we take operational costs, including software and hardware upgrade, and troubleshooting.
Deployment speed
At your request, the Contact Center on Demand solution with any number of workplaces may be deployed within one hour.
Prompt upgrade of technology
By using the Contact Center on Demand solution, you can be first to access the latest features of modern Contact Centers, which will enable you to go ahead of the whole market.
Possibility to create a distributed Contact Center
Contact Center on Demand ideally fits for arrangement of geographically distributed Contact Centers and makes it possible to engage in customer service those employees that previously could not be engaged because of their geographical remoteness.
High efficiency of employees
Now, your employees will not only receive inbound calls, but, due to the multimedia nature of the solution, they will also work with all communication channels using unified rules within a single system. In addition to calls, these may be also video requests, chat, email, Web requests, and SMS.
Scalability
Contact Center on Demand enables to increase the number of workplaces exactly when it is necessary.
Functionality
The Contact Center on Demand solution provides you with the currently most powerful Contact Center functionality, from intelligent multimedia IVR to recording of employee screens and processing of video requests.
Control
Contact Center on Demand enables to achieve a better control of business processes. For example, in order that employees work in the system during planned hours, have access only to the programs necessary for them, or can contact with other employees of the company only if the latter are available. Tasks to be assigned to each employee will depend on the rules established by you, which rules define the contract types the employee copes with best of all.
Information security
This is an evident benefit that should not be omitted. Unlike outsourced Contact Centers, the whole information remains inside the company and is processed according to the rules you established yourself.
