Optimize Customer Initiated Voice Interactions
Speed call handling through intelligent call routing, screen-pop, callback and video.
Your inbound capabilities are critical. When customers and prospects reach out, get them to the right agent, with the right information, at the right time. You’ll improve key metrics like first call resolution, handle time, customer satisfaction, and NPS.
How well you handle incoming interactions is a significant factor in customer experience. It also has a big impact on operations efficiency. Fundamentally, technology must be in place to handle the load and properly distribute the interactions. There are many options available to you, and the experts at Altivon can help select and implement the technology best suited to your needs.
Our experts can help with key decisions like:
- How to balance service level and occupancy
- Best size for agent pools
- Whether skill-based routing is effective
- If behavioral routing has value to your organization
Altivon has the experience and technical knowledge to assist you in creating the best customer experience.
Queue-based call routing
Route voice calls to best agent groups based on the skills needed. Create a unified virtual contact center by connecting customers with your best-fit agents. Genesys Call Routing uses skills-based routing to direct calls to the resource best equipped to help — in your contact center, back office, a branch office, an outsourcer, or anywhere else in the world.
AI-driven call routing
Use the power of AI and machine learning to make the perfect match between caller and employee, based on any number of criteria and data points. Create a differentiated experience by connecting customers with your best-fit sales reps. Genesys Predictive Routing provides the best match between customer and agent and appropriately routes the interaction on the customer’s preferred channel.
Agent desktop screen-pop
Display customer information to the agent as the call arrives. When an inbound call is presented to an agent, a screen pop is displayed containing information based on selected variables. There are a lot of details to take care of in introducing and optimizing agent desktop screen-pop for an organization. This is a key integration point for agents, communications architecture, data systems and the customer. Altivon has a detailed methodology for implementing contact center solutions and configuring them to meet the unique requires of each environment.
Automated customer callback
When hold times are high, offer a callback to waiting callers. An alternative to waiting on hold can make the difference in a customer’s experience. After a threshold of time, give callers the wait time and the option of receiving a callback. Now you can deliver higher customer satisfaction without maintaining a peak-level staff.
Contact center callbacks provide convenience for callers and efficiency for the contact center. Avoid long wait times by offering an option that saves everyone time and aggravation. Reduce average handle time by saving seconds from every call. Improve first call resolution by avoiding abandons in queue. Increase efficiency by balancing productivity of your resources with caller demand.
Add the option to extend mobile voice call into a video call. This visual presentation enables organizations to resolve queries faster and more efficiently, helping provide a better customer experience and reduced costs.