We help contact centres. Can we help you?
As you probably already know, fitting a contact centre solution into existing ICT environments can be a complex and daunting project. Thankfully, complex and daunting projects are something we love working on. Our partners know this as well, as some of them have been relying on our specific expertise for many years.
For us, the main starting point is the existing situation, followed by the question “how can we make this better?”. This is why we don’t use a product/feature-based approach: we offer more than just a range of contact centre ICT products.
A complete solution fit into a tight and cohesive package.
Thanks to CTArchitect’s powerful inbound module, helping your customers find the right agent at the right moment has never been easier.
Our combination of powerful ACD, queueing and skill-based routing mechanisms, combined with clever IVR options, will help you to achieve your customer satisfaction goals.
Gone are the days when agents needed to click the same buttons again and again hundreds of times a day. Agent satisfaction increases thanks to the automation of tedious agent tasks such as call qualification and allocating call result codes: let CTArchitect automatically handle busy tones, wrong numbers, no answer tones, voicemails, and such like and feed this information back to the callback management engine.
Whether your agents are responding to incoming helpdesk calls, or are performing on outbound campaigns, an extensive list of monitoring options comes in handy when you want to set high standards for call and conversation quality. Next to our core QA module, we integrated with Phonexia technology to offer QA automation through advanced speech processing. The result is a new recording management and quality monitoring solution.
We support you on your own level.
We strongly believe that creating a great product is only the beginning, and that delivering excellent customer service is equally important. This is why we are very proud of our in-house support team: you will be surprised by our high level of multilingual support.
Next to our support and maintenance service, we also provide consulting services for:
custom development on top of our applications, integrating CTArchitect with your software
creating custom online dashboards based on contact centre data
other project types