FrontRange Customer Service supports the most common customer service client interaction medium, the phone. With voice enablement and its native computer telephony integration (CTI), not only can you improve agent productivity with features such as screen pop’s, whisper coaching, call recording and playback, but your clients will be pleased because of after hours support, integrated voice response systems and skills based routing capabilities that ensure their answers get immediate attention from the right customer service agent at the right time.
These inbound calling features drastically improve agent productivity and customer satisfaction. However, with Voice enabled customer service, you are not just limited to inbound telephony capabilities. You also have the ability to perform outbound calling interactions. Manage all your outbound telephony needs to inform clients of pertinent customer service information such as case status updates, or order fulfillments.
Also, with the voice enabled customer service platform and the native computer telephony integration (CTI), you are not only limited to client voice interactions, the system can also be used by internal staff to obtain service updates and notifications. Leverage predictive dialing capabilities to dynamically create and prioritize calls lists for sophisticated call recycling, improved agent productivity and higher client touch points and call rates. Proactively manage your customer support interactions to increase the response rate for your customer service organization.
Voice Enabled Customer Service Product Solution:
- Screen pops
- Skills based routing
- Unified Messaging
- Click to dial – softphone support
- Outbound Dialing
- Self help & After hours service
- Transaction record(s) update
- Service call reporting
- Native computer telephony integration (CTI)
Why FrontRange Voice Enabled Customer Service?
- Improve Customer Loyalty and Satisfaction by anticipating customers’ needs with Voice integration
- Enhance service staff productivity through Screen Pop’s, Skill Based Routing and Unified Messaging
- Leverage Outbound dialing for faster consistent client communication
- Reduce IT costs by leveraging both FrontRange Customer Service + Voice systems
- Improve existing Customer Service Management ROI by implementing Voice
- Analyze client interactions to better match client needs, where required, and when desired
- Report on service technician activities to help disperse knowledge and train new staff
Download Computer Telephony Integration - Voice Enabled Customer Service, A Better Way white paper here.
Register here to view the Stimulating Customer Loyalty and Revenue: FrontRange Customer Service Management Demo.
Sign up for a free FrontRange Customer Service Test Drive to see Voice Enabled Customer Service in Action.
FrontRange Solutions software is used by more than 130,000 companies and over 1.7 million users worldwide to create customers for life.
If you would like to speak with a FrontRange Solutions Specialist, call 1 800-776-7889.