Efficiently connect your customer to the right resource and unify your customer connection channels. Connect your customers to the right business resource at the right time. Manage your resource availability and capacity and track the effectiveness of your processes. Become agile by continuously improving your communication processes in real time.
Connection Routing
Improve customer satisfaction by connecting your clients to the best customer service agent to deal with their query. Increase advisor satisfaction by matching workflows to skill sets. Reduce shrinkage.
Connection Tracking
Where are your incoming connections coming from? Trace the origin of connections to your business. Use the gathered data to improve your advertising strategy.
Connection Quality
Improve First Contact Resolution rates by automatically collecting connection data. Find out why people are connecting with you and discover the outcome of your connections. Assign quality scores to voice calls.
Connection Context
Arm your customer service representatives with information on why a customer is calling and with their previous call history. Improve customer service and reduce Average Handling Time (AHT) .
Connection Latency
Answer your customers’ questions faster. Improve customer experience and free up your agents to handle more connections and improve their sales volume.
Connection Treatment
Create rules to automatically route incoming connections to the best destination. Set up ‘out of hours’ rules, route existing customers to customer support and send new enquiries to sales. Serve your customers more quickly and increase NetEasy and C-Sat scores.
Channel Integration
Combine your connection channels and route them to a single point of contact. Respond to connections more quickly and consistently.
Trust by Design
Provide customers with a system of control over their data that ensures compliance with GDPR and empowers individuals to control their personal information.
Speed-to-Answer
Reduce your speed-to-answer by automatically balancing call loads and intelligently routing incoming connections. Eliminate queues and call transfers. Increase adherence and service level.
Customer Profile
Show your customers the data you hold on them and what you do with it. Increase transparency and trust. Put people in control of their data.
Analytics Data
Analyse your connection performance and use data to boost customer satisfaction, improve your service level, reduce handling times, refine forecast accuracy and increase ROI.
Agility
Simplify your operations, launch new initiatives more quickly and connect employees to information more efficiently. Incorporate employee feedback into your processes to continually drive your business forward.
Knowledge Capture
Collect and analyse data from your connections, your employees and your customers. Use customer satisfaction metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES). Gain a complete, 360-degree view of your organisation and its internal and external connections.
Our iIntegration API services enable your existing business processes to access our full range of iTel connection services, allowing you to perfect your operations, improve your customer service and increase your ROI. We work closely with our clients to create innovative, custom solutions and we also provide specialised support. No matter how ambitious your vision, our API services can bring it to life.