Customer contact center solutions

The experience your customers want, the tools your employees need

Give your employees the right tools to be productive and meet your performance metrics. Get a contact center platform that integrates the latest technologies and digital tools with your existing systems. Deliver the service your customers want on the channels they prefer—and beat your first-contact resolution goals in the process. Your customers will thank you for it.

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Frost & Sullivan: Update your contact center now or risk losing business tomorrow

Customer satisfaction that your competition will envy

Stand out as an industry leader in customer service. Your success depends on exceeding customer satisfaction metrics on a consistent basis, ensuring all of them receive the attention they need at every step of their journey. Enable your team to handle customer requests and issues across all channels more efficiently, while meeting your metrics.

customer relationships and personalized self-service

Resolve customer issues the first time

When a customer reaches out to you, they want a speedy resolution to their issue. Some customers want to speak with a live agent. Others embrace technologies like web chat and callback. No matter the communication method, your team must be able respond immediately, assess the situation quickly and handle issues using the right resources. With our contact center platform,you can communicate with customers the way they want, get insights into customer history and solve customer issues the first time.

Happy customer service agents = happy customers

A prepared and knowledgeable staff is key to customer satisfaction and team motivation. Giving agents the right tools, training and real-time feedback increases their productivity. It also helps you reduce turnover and retain motivated employees. With better insights into their skills and development plans you’ll have better workforce planning. Plus, happy agents deliver better customer experiences.

contact center customer service agents

Make every agent your best agent

Increase team effectiveness and better meet your SLAs with better visibility into how your customer service team manages individual customer engagements. Get the insights you need to improve quality and reduce time-to-resolution. Automatically record calls and screen interactions. Use this information to drive individual and group improvement. Giving your workforce access to the right contact center tools helps them remain productive, meet team performance metrics, and proactively manage workforce planning tasks.

This is the best contact center I could have imagined. We’ve been ranked the number one Vodafone contact center worldwide. And with the new innovative channels we’ve developed, we know there’s a lot more to come.

Jörg Knoop, Head of Contact Center and Telesales Capability, Vodafone Germany

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