Computer Telephony Integration

Call Centres

Call centres are about communicating with customers. For most people their mobile phone and access to the internet are essential parts of everyday life. This means that for a call centre to be effective it needs to be open for business in the ways that its customers want it to be.

Adaptive solutions provide call centres with easy access to popular forms of communication. Email and SMS txt messages are routed, queued and delivered to the next available agents. Message replies can be drafted and reviewed to speed up response times and increase agent productivity. Web visitors can be offered chat and call back options and of course, inbound and outbound calls can be blended.

Call centres expect to be able to monitor agents and work to service levels. Changing the form of communication doesn’t change that need, therefore a comprehensive reporting engine is provided. Standard reports are available and all of the data is available in an open SQL based reporting database.

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