Global Advanced Services – Overview

Global Advanced Services provide solutions to Enghouse customers that enable automation of processes within their business.  The Advanced Services designers and engineers will work with you to identify areas within your business that can benefit from automation. We can then design and deliver a solution to provide your company with a competitive advantage.

The automation of processes within a business:

  • Reduces costs
  • Saves time
  • Provides superior customer service
  • Gives you a competitive advantage

Global Advanced Services – Solutions

Some examples of customised solutions that the Global Advanced Services team can provide are:

  • Screenpop and dial from your CRM
      Saves Valuable time for every call, reducing the overall talk time for your Contact Center
  • Interactive Voice Response – IVR
      Automated Self-service to your customer reduces the number of calls that your Contact Center agents are handling
  • Outbound Call Solutions
      Automate the process of calling your customers using Power and Preview dialing.  Outbound campaigns targeting specific customers is a great way to increase revenue and provide superior customer service.
  • Workforce Management
      The EICC WFM solution provides an entry level Workforce Management sulution

Global Advanced Services – CRM

The Global Advanced Services team provide Plug-ins which integrate to many of the well known CRM products providing automated screenpop and dial functionality

CRM Logos 2

 

Global Advanced Services – Workforce Management & Call Recording

The Global Advanced Services team provide Plug-ins which integrate to many of the well known Workforce Management and Call Recording products.

These Plug-ins automate the provision of  EICC data to the Workforce Management and Call Recording solutions.

WFM & CR Logos

Global Advanced Services – IVR

Global Advanced Services provide IVR solutions to automate customer service.

Some examples of IVR solutions that we have delivered include:

  • Account balance
  • Delivery status
  • Store locator
  • Remote worker job/allocation
  • Telephone banking
  • Store inventory updates
  • Credi card payments
  • Mobile phone recharges
  • Password reset
  • Insurance eligibility and claim status

IVR – Return on Investment

The average cost of a live telephone call varies considerably, but has a mean average of… $5.84
Respondents state that the average cost of a telephony self-service session is… 95c

6 IVR Calls = 1 Agent Call

                   *these figures are taken from Contact Babel – Decision Makers’ Guide 2014