Contact Center Design & Implementation
Technology plays an extremely important role in a highly functional call center. Understanding technology’s role, the options available and the best methods of implementation are the keys to success. Not only do we understand the Contact Center technologies but we thoroughly understand PBX, Carrier, and network services that are inextricably part of the total Contact Center – service picture. In addition to the technology, we are also compassionate and practical on the human resource aspect of quality Contact Centers and have many ways to help better your employee experience and create better retention of your best people. It is this experience that allows us to deliver best of class results for your business. The call center business isn’t what it used to be. Overhead is higher, profits lower and customers expect better service delivered via a variety of mediums, new and old. Not to mention maintaining aging technologies while trying to keep up with customer expectations can be exhausting. And of course there is the question of security. Are you using the most secure options available to you? Or are you just keeping your fingers crossed that nothing will happen? MYRIAD Communications will improve the future of your call center with inContact. Our Cloud Call Center Software Solutions are smarter than your average piece of hardware. We have the in-house expertise to not only make your life easier but enable you to increase uptime, reduce security vulnerability and increase the strength and profitability of your business.
We Make Operating a Profitable Call Center Easy
- Have you up and running in weeks not months
- Make it possible to do business the way that works for you: at-home, globally, or from multi-site locations
- Enable the most productive and cost-effective agent arrangement
- Help you automate mundane service processes so you can focus on more important business activities
- Reduce your IT costs and eliminate technical complexity
- Seamlessly integrate with multiple in-house and commercial technologies, including CRM systems
Whether We Help You Make Money or Save Money, It All Adds Up to Higher Profitability
- Our various Cloud Call Center software solutions enable you to reduce the cost and increase the profitability of every customer interaction
- With our solutions and the expertise of our Professional Services Team, we can help you create a brand-building and differentiated customer experience that will enable you to grow
- We require no upfront hardware costs
- We leverage your existing technology infrastructure
- No revolving upgrades- your technology is updated automatically without cost to you
- On-demand scalability means you can scale up and down as needed and will never have to pay for unnecessary staff, equipment or services
- Our pay as you go billing model means you only pay for what you use
Hosted Contact Center Service
Benefits of our Cloud Contact Center Services
- More consistent performance
- Higher profitability
- Increased customer satisfaction
- Improved customer retention
- Lower operational costs
ACD – Automatic Call Distribution
Your customers are calling for different reasons and they want to get to the right person as soon as possible so they can get on with their lives. Unfortunately, “mind-reader” isn’t one of the skills listed on your resume and you need a little help getting your thousands of customers to the person most qualified to help them in the most time-efficient manner possible. Lucky for you, our Cloud ACD solutions are just the thing you need. Practically clairvoyant, our skills-based ACD software can help you power through the callers in queue and quickly distribute them to the agents with the skills to help them. Compatible with a number of communications vehicles such as IVR, our ACD’s multi-channel routing gives your customers a choice in how they interact with you. And no matter what channel your customers choose to use, our ACD connects everyone in a single intelligent and unified queue. Our Cloud ACD solutions also feature inbound/outbound call blending. That means when call volumes creep up and service level goals start to slip, your hotter calls can be automatically routed to outbound agents. This ensures your customers are always handled quickly and to their satisfaction. If wait times are still too long, our ACD has a call back feature that lets your customers wait for an agent without having to wait on the phone. And while our Cloud ACD solutions are all about helping you create a differentiated customer experience, they’re also about making your life easier. Because we are a cloud-based, we can help businesses with multiple call center locations unify call distribution across the globe. That means no matter where you choose to do business, we can help.
IVR – Interactive Voice Response
“IVR” allows customers to self-solve on basic functions like bill pay, account inquiries and more. When your call center is closed, the IVR adds an extra level of convenience by enabling your customers to take care of business after hours. Not only does it help your customers, but it’s good for you too. For one, it seamlessly integrates with other technologies and can be deployed fast with any additional equipment purchases. That means you can be up and running quickly and without a lot of hassle or expense. With a user-friendly drag and drop utility, it incredibly easy to configure on-demand yourself, or if you prefer, our experienced Professional Services Team is always available to help, answer questions and provide insights.
Centralized management of multiple locations
And while our Cloud ACD solutions are all about helping you create a differentiated customer experience, they’re also about making your life easier. We can help businesses with multiple call center locations unify call distribution across the globe. Because we are a Cloud Provider, no matter where you choose to do business, we can help.
CTI – Computer Telephony Interface
CTI software helps you provide a personalized service experience that your customers will get excited about. Our Cloud call center platform identifies your customers by unique identifiers, such as their phone number or account number, and once identified, backend CTI can provide them with information that’s helpful and relevant to them. Information like a local address, account balance or even local power outage information. And, if the customer needs to then talk to an agent, our Cloud platform determines the right agent queue to handle the inquiry and/or the priority of that particular caller. Once the correct agent has been identified by the system, desktop CTI is used to “pop” the right customer screen. This reduces call handle time and leads to increased customer bliss, which of course, means more business for you.
Blended Inbound/Outbound Queuing
Our Cloud ACD solutions also feature inbound/outbound call blending. That means when call volumes creep up and service level goals start to slip, your hotter calls can be automatically routed to outbound agents. This ensures your customers are always handled quickly and to their satisfaction. If wait times are still too long, our ACD has a call back feature that lets your customers wait for an agent without having to wait on the phone.
On average, only one in five outbound calls actually connect to a live person, consuming a lot of time. For a call center, that means a lot of wasted productivity as their agents attempt to connect. Businesses can use an outbound dialer to help, but in many cases that raises concerns about regulatory compliance, increased cost, and increased complexity for agents and administrators. Then there are the customers, and the last thing you want to do is bother them with nuisance calls. While you can’t produce more time, you can maximize it with our Predictive Dialing Application. Our Cloud Predictive Dialer software can increase talk times and agent productivity so you can deliver a better customer experience for less. This sophisticated dialing engine also includes preview, progressive, and message lay-down dialing to match your business needs and increase the effectiveness of each contact, resulting in higher rates of success. Regulatory compliance is an afterthought for many vendors. With our Cloud based Dialer, it is a core principle. From the beginning, our Cloud predictive dialing has been designed to drive optimal performance in harmony with governmental regulations, including abandonment rate, ring-no-answer thresholds, and time-of-day dialing. Because of its purpose-built design there is no need for supervisors to micromanage or manipulate a campaign in search of better performance, providing an extra level of compliance protection.
Like the colors of a rainbow, all of your customers are unique—they all have different tastes, preferences and perceptions. As a call center service provider, it’s your task to keep this myriad of customers happy and build their loyalty. But, without the right information and customer insights, how can you deliver a compelling, personalized customer experience that will keep them coming back? Our customer satisfaction survey gives you the ultimate call center power— the power of understanding. An essential tool for any call center, our Customer Survey application brings the voice of your customer into your call center. From their own words and feedback, you can build the programs and processes you need to create an amazing and memorable customer experience every time. Your agents can monitor their service performance as well, enabling them to adjust their communication methods on demand. MYRIAD’s customer satisfaction survey gives you the power to do so much more than understand your customer’s opinion. The information gleaned from your customers can be used throughout the rest of your organization, giving your call center the means to impact the entire organization in a positive way. Call center feedback can also be used in training and coaching exercises, ensuring new and existing agents deliver the best, most profitable service possible.
Work Force Management
Call volumes change constantly. When you try to guess how many seats you’ll need to keep customers happy and still keep costs down, your odds of success are about the same as they would be using a Magic 8 ball. And that’s just forecasting—you have to schedule your agents too. Our Workforce Management Software powered by Verint puts an end to the guesswork. Using advanced analysis and data unique to your company, this smart call center WFM helps you predict demand, abandon rates and queue times. It can also help you optimize your workforce with schedules that take agent skills, preferences and proficiencies into consideration. This helps you minimize your labor costs and ensures your customers have the brand-building quality of service they need, when they want it. Another huge benefit of our Cloud Call Center WFM is the advanced scheduling capability. You can build schedules around things like agent seniority, preferences, performance and your forecasted demand to ensure the most optimal schedule scenarios. The WFM software also allows you to assign tasks and includes real-time agent tracking so you know whether an agent is adhering to their assigned schedule or not. Additionally, agents are able to self-manage with options to request time off and swap schedules with each other via the web interface.
It used to be training call center agents was a big production—there was scheduling, finding the right trainers, and then of course the inconvenient content delivery. The worst part of it though was pulling revenue-earning agents off the phones in masses so they could attend. Nowadays, there are more efficient, more cost-effective solutions. With MYRIAD’s integrated educational tools, it’s easy to maximize agent productivity while also increasing your agents’ capabilities. This innovative call center software enables you to create your own custom content and then deliver it directly to your agents’ desktops, no training room necessary. You can deliver your training content on a schedule or program “learning breaks” when call volumes are low so it doesn’t interfere with service levels. You can also deliver specific training to agents who have been identified with skill gaps based on information acquired through quality management, feedback or other type of agent assessment. Our call center agent training software ensures consistent, high quality customer interactions across the entire call center floor.