Convergys’ Intervoice IP Contact Center is an intelligent routing system that will route customer calls consistently to the correct agent or self-service option they need. Communication methods available include phone, e-mail, chat, voicemail, and fax. In addition to media routing, the Convergys Intervoice IP Contact Center also includes Agent Desktop, Administration/Management, and Reporting.
The Agent Desktop streamlines communications between your call center agents and customers by providing a single desktop with a unified view of multichannel customer contacts, helping agents transition across communication channels much easier. IP Contact Center’s adminstration and management tools provides the flexibility and configuration necessary for deploying, managing, adapting, and upgrading solutions to your contact center. Finally, their Reporting tools monitor customer interactions so you have a complete view of your call center operations.
Media Routing Key Features
- Enhanced customer service
- Improved routing efficiencies and productivity
- Streamlined cross-sell and upsell opportunities
- Increased revenues
- Increased agent productivity
- Reduced operating costs
Agent Desktop Key Features
- Easy routing of customers needing live assistance to the most appropriate agent
- Quick and cost-effective configuration modifications that adapt to changing market dynamics
- Simplified systems management
- Centralized management of multiple locations
Administration/Management Key Features
- Easy routing of customers needing live assistance to the most appropriate agent
- Quick and cost-effective configuration modifications that adapt to changing market dynamics
- Simplified systems management
- Centralized management of multiple locations
Reporting Key Features
- A library of standard reports
- Consolidated reporting across multiple sites and types of communication channels
- The ability to create custom reports using Seagate Crystal Reports to track your business-specific nuances