Soitron

Definition

Includes all customer contact solutions aimed at common contact center for all inquiries. Enables to utilize any communication channel (voice, email, web, fax) with equal level of service independent of the channel being selected.

Offerings

• contact centers
• interactive voice services – IVR (interactive voice response)
• connection to CRM and information systems
• Workforce Management - control options and operator load optimisation
• Recording & Reporting - quality measurement and assessment tools

Benefits

Contact center plays a key role in developing loyalty of customers through their experience with customer service. The usual rule applies, i.e. understanding the customer means being in charge. Earning customer’s loyalty is much more difficult than losing it. Therefore it is essential to constantly offer high quality service and to keep looking for new ways of how to improve both quality and efficiency of communication with the client. How to achieve a top-notch customer service? Elaborate and efficient company processes, stable and modern technology background and qualified staff are essential for success.

Examples

• E.ON IS – customer contact center for Západoslovenská energetika
• Contact center for Tatra banka (Raiffeisen Group) – Dialog
• First IP contact center in Central and Eastern Europe – Ferona Slovakia
• Contact center for Lion Teleservices SK (Teleperformance), Žilina
• Contact center for Cetelem, Hungary (BNP Paribas Group)
• Multimedia contact center for ZUNO bank (Raiffeisen Group)
• Contact center for Slovenská sporiteľňa (Erste Group)
• Contact center for J&T
• RWE – Workforce Management for contact center
• Campaign Manager for Cetelem Romania