NUVIA CLOUD CONTACT CENTER ROUTING - Telogiks

UNIFY CUSTOMER INTERACTIONS

Unify Customer Interactions Telephone calls, website chats, e-mails and social media are all potential channels for customers to connect with your organizations. The Nuvia Cloud Contact Center makes it possible to harmonize these diverse paths, routing interactions to the right agents with the right level of priority. Agents have a single view of a customer’s past interactions regardless of how they connected last. That knowledge lets the organization “speak with one voice”, even if that response is a web chat.

PRIORITIZE, MEASURE & MANAGE CUSTOMER COMMUNICATIONS

It is nearly impossible to assure every customer engagement is effective and timely if conversations are run on separate, disconnected, solutions. Nuvia’s Cloud Contact Center converges communications into one omni-channel queue. Agents can multi-task across mediums while supervisors balance workloads by reacting to real-time monitoring tools.

OMNI-CHANNEL ROUTING

SKILLS BASED ROUTING

Skill Based Routing decreases engagement times and increases customer satisfaction connecting the customers to the right person the first time they call.

CALL ROUTING

Nuvia Cloud Contact Center delivers menu-driven call routing, queue announcements and sophisticated queue overflow treatments to expedite calls as well as handle peak agent demand.

E-MAIL ROUTING

Customer expectations for e-mail inquiries have changed dramatically; volumes continue to increase along with expectations for speed of response. Nuvia Cloud Contact Center allows supervisors to monitor and manage e-mail queues in combination with other work streams, assuring appropriate priority and timely responses.

IM/WEB CHAT ROUTING

Some organizations are already seeing web chats eclipse live call volume. Prospects and customers don’t expect to wait to chat. Nuvia Cloud Contact Center can balance real time chats and calls, making the best use of available staff.

NTERACT VIRTUAL RECEPTIONIST DATASHEET

Every business call answered and routed efficiently, day or night.

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