Enhancing the Customer Experience with Tighter Integration

8th Aug, 2014
Read time: 2 minutes

Increasingly, organisations track customer satisfaction scores; data confirms that loyal customers spend more and cost less to serve. Providing an 'effortless engagement' for customers' demands time, effort and close management attention. Organisations need to identify the issues that make it difficult for customers to transact, and then make continuous improvement steps to eradicate them.

Calls to the contact centre are typically complex, and are often made after a customer has exhausted other service avenues. A key factor in retaining customers and improving satisfaction is the agent's ability to resolve the specific query while still on the call. This is often known of as first contact resolution (FCR). A significant barrier to FCR is the process and time it takes for agents to gain information from back office colleagues which may be remotely located or performing their tasks while mobile.

Tighter integration between front and back office increases agent productivity by supporting them to resolve issues faster, and drives significant improvements in first call resolution.

Netcall is delighted to announce that Netcall Liberty® ContactCentre is Microsoft Lync® accredited. This means that organisations can harness the benefits of Lync 'rich presence'. The seamless integration with Lync significantly supports organisations looking to deliver a tighter integration of front and back office. This combination provides:

Multichannel working

Multichannel (voice, text chat, web collaboration, email and video) services available on a joined-up network allow an agent to deal with any form of contact, at any time, within their contact centre.

Efficient contact delivery

The integrated Liberty ContactCentre uses the real-time visibility of agent activity, including the presence status, to route contacts and promote ease of working with back-office colleagues.

Seamless unified directory

Agents can easily instant message (IM) or use desktop and context sharing with another agent, with supervisors or with other areas of the organisation such as back-office, technical support, and field workers. This improves first-time resolution and promotes inclusion of team members outside of the contact centre.

Proactive visibility, management and reporting

Comprehensive activity reporting and monitoring is available as Liberty ContactCentre blends with Lync's presence data in real-time, and for historical reporting. Supervisors receive tailored alerts to keep them informed and proactive.

Mobile devices integration

Allowing your workforce to use their own devices (Bring Your Own Device or BYOD) can be accommodating, and promotes ease of remote working for staff.

Configuration between Netcall Liberty ContactCentre and Lync is easy and intuitive. Agents can rapidly respond to any type of multichannel contact using the unified agent workspace, and can add context to any call transfer using IM. Contact data identifies the context and initiates any required workflow processes.

Learn more about enhancing agent productivity through a Unified Agent Desktop.

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