Contact Centre

For a company to be successful in today’s environment retaining competitive advantage by delivering superior customer services is essential. This can be achieved by investing in a range of applications, tools and channels that support growing customer expectation. Key to this is the provision of presence based systems which allow inbound enquiries to be directed to available subject matter exerts quickly. 

• Implementation and Integration – organisations will see an increase in productivity when their employees are provided with the decision support tools they need to do their jobs effectively. By integrating presence based systems with CRM and Web 2.0 applications, employees in all areas of the organisation gain the business insight and information they need to become more engaged, confident and effective.
• Soft Voice and Group Chat – quick and simple collaboration , allowing varying groups of users to initiate ad hoc conferences, becomes a practical reality with when the organisation is “presence enabled”. 2e2’s understanding of the underlying network infrastructure, as well as the desktop applications means that they are ideally placed to deliver effective, informal, voice systems.

“Presence” will help your organisation towards achieving the goal of “first contact resolution” for a whole range of customer and citizen queries, saving money and improving customer satisfaction.

Personalising customer contact is an important way for an organisation to differentiate itself. Personalisation makes customer feel valued and helps to ensure that they are offered the products and services that match their buying history and purchasing potential, therefore making a sale more likely, which should result in increased revenues.