OpenTouch Customer Service

A comprehensive, modular application for multimedia contact center management.

An multimedia contact center solution that handles agent-based and self-service multimedia interactions, OpenTouch Customer Service (CS) helps you simplify the workflow between customers, the contact center and the rest of the organization.

The OpenTouch CS suite enables unified management of all customer-related activities in the front and back office. For maximum business value, the OTCS suite ensures that business rules, monitoring and automation are always consistently applied for voice, digital and social media interactions.

Основные моменты

Operate an multimedia contact center to build successful relationships with your customers
Engage proactively with your customers through voice, digital and social media interactions
Simplify your contact center workflows to reduce operational costs

Характеристики

Agent and supervisor web desktop
Inbound, outbound and blended campaigns with consistent agent scripts
Multimedia support: voice, email, web, social media
Intelligent routing according to agent skills, customer profile, geography and business rules
Predictive dialer for a high productivity and talk times while complying with legislation
Visual management interface for supervisors to monitor and manage operations, workforce, and outcomes
Automatic Speech Recognition (ASR), Text To Speech (TTS), Natural Language (NL)
Deployment modes include full in-house, distributed in-house (clear separation between data center and contact center), mixed in-house/outsourced, off shoring, right shoring and cloud deployments

Преимущества

Better customer service

Agents can view all customer data and provide accurate information regardless of interaction channel.

Cost-saving

Unify all your communication channels for consistency and load balancing across all front- and back-end points of contact.

Openness

Develop custom app layers without disruption, and at low cost.

Increased productivity

Monitor business outcomes against KPIs in real time to improve your results.

Модели

OTCS Plugin: Enrich your OmniTouch Contact Center Standard Edition platform with omnichannel interactions.
OTCS Unified Interaction: A real-time platform that unifies all activities in a queue, making it faster to reuse resources, processes and knowledge.
OTCS Unified Dialer: Award-winning dialer including powerful predictive dialing algorithms with accurate call classification, compliant with the most demanding telemarketing legislation.
OTCS Unified Routing: Applies skills-based routing rules to all activities, so customers receive the best service from the most appropriate resource.
OTCS Unified Desktop:A single desktop that unifies all agent applications, for faster data access and reduced agent training time.
OTCS Workflow: Unifies processes across the organization, bringing contact center efficiency to the whole business.

OTCS Design Studio: A unique language and development environment that allows on-the-fly design, control, and execution of customer interaction modules in the contact center.
OTCS Integration Server: Delivers out-of-the-box integration with CRM, ERP, Quality Monitoring and Workforce Management applications.
OTCS Voice Portal:A powerful software voice platform that delivers a superior self-service experience, allowing speech-enabled and touch-tone access to self-service customer care and outbound notifications.
OTCS Management Portal: A customizable all-in-one tool for managing a multimedia contact center in real time.