Contact Center Solutions
Contact Centers are a fast growing component of many enterprises today. According to estimates from the Incoming Customer Management Institute (ICMI), there are approximately 18 million agents and over 1.5 million managers working in customer contact operations worldwide. Growth in contact center seats continues to escalate at an estimated 5% per year.
According to Benchmark Research, 92 percent of consumers form an opinion about a company's image through their interaction with the contact center. With increasing competition and customer expectations businesses are pursuing ways to improve customer perception through unified, multi-media contact centers. New converged technologies bring tremendous opportunities to improve service, reduce operation costs and simplify management.
- In addition, ICMI points out that customer contact operations are becoming increasingly complex to operate for several reasons:
- The proliferation of mobile and broadband services, internet-based information, search tools and ever-changing cultural expectations has created a better-informed and savvier customer base.
- Automated services (such as Web, IVR and speech applications, etc.) are offloading more straightforward contacts, leaving call centers with more complex work.
Many organizations are restructuring so that all channels of contact with customer – Web, phone, email, mobile services, retail, etc – are managed under the same umbrella. This is causing enormous internal structural change that involves IT, marketing, HR and virtually every other part of the organization
CPI offers a portfolio of solutions and services that enable our clients to deliver consistently definitive customer service. Our contact center solutions are ideal for dynamic multimedia (phone, Web collaboration, email, chat, fax, etc.) contact centers of any size that require extensive adaptability and intelligent handling of customer interactions and comprehensive integrated real-time historical management tools. Our solutions work in a pure circuit-switched, pure IP or a mixed environment, giving companies maximum flexibility. In addition, we have consulting assistance in the efficient operation of contact centers (from experienced call-center managers).
You can rely on CPI to design, deploy and support all of your contact center needs while maximizing your return on investment.
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