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 centres
• 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

• Customer Contact Center ZSE (E. On)
• DIALOG contact center (Tatra banka, a. s.)
• First IP contact center in Central and Eastern Europe – Ferona Slovakia, a. s.