MyVoip Communications (MVC) contact centre solutions help organisations build strong customer relationships and dramatically reduce costs, with powerful tools for communicating with customers efficiently and creatively. They improve accessibility to the business with intelligent handling and routing of calls via IP networks, and by centralising workflow and management tasks. The objective of installing a contact centre is to enable customers to select the correct channel of communication at the right time.
Across the globe, service centres are in a process of evolution. They are changing from simple phone-based call centres to completely integrated multimedia contact centres. In addition to providing higher levels of customer service, modern contact centres are also much more cost-effective. If you don't provide a superb level of service to your customers, in a profitable manner, eventually your competition will. We hear again and again that customer service is the key differentiator in today's fast-paced business climate. There is an explosion of communication channels now available between companies and customers. They include multiple traditional and electronic technologies, from phone and fax to e-mail, chat, and Web sites. This proliferation of media is having a significant impact on the operations of today's customer service departments.
Companies are transforming their telephone-only call centres into integrated multimedia contact centres to handle all communication channels in an integrated fashion. They are actively seeing the dramatic benefits from doing so. From a business perspective, two primary benefits justify a contact centre investment. These are customer satisfaction and cost savings. Customer satisfaction is a critical requirement of any support centre - and the result of effective customer service. An excellent and sure way to improve customer service is to accommodate changing customer communication preferences. Today's call centre customers' expectation of service is to use the channel they want, when they want it, on the device they are using. This is as opposed to the way your organisation would arbitrarily prefer to offer it or cater for it.
In order to improve customer service, companies not only need to offer multiple channels of communication, but also integrate these channels. Another practice that leads to poor customer service is simply adding more communication channels in a haphazard fashion, or without bothering to integrate them. Customers resent having to repeat the same explanation every time they contact an organisation about a problem. Astute and discerning customers expect you to have a record of any occasion that they contacted your organisation, regardless of how they reach you - by phone call, e-mail, chat session, etc. In addition, an organisation can reduce resolution time, increase satisfaction levels, and even increase job satisfaction among its customer service representatives by providing them with a complete, up-to-date, 360-degree view of all customer interactions, regardless of the medium. Investing in an integrated contact centre increases CSR output and professionalism by providing them with powerful tools that include:
* Complete information about the customer.
* Knowledge base of proven answers to resolve queries and reduce dependence on experts.
* Automated processes to complete routine tasks.
* Productivity tools to improve task efficiency.
The MVC Contact Centre - Diamond Back Solution provides a flexible, reliable and robust solution, to enable organisations to provide consistent, optimal, deferred or immediate assistance services to their customers. The solution is an inherent multi-site design based on IP protocol that facilitates a flexible topology and configuration, allowing businesses to quickly adapt to changing business environments, and to leverage their agent base effectively. The solution offers customisable and pre-packaged reporting capabilities to leverage historical and real-time views on customer interactions.
The solution also enables CRM systems to be seamlessly integrated into the desktop without any changes, eliminating the need for additional training overhead and improving agent operational productivity. The solution can co-exist with the current PBX infrastructure, protecting and leveraging any existing investment in that infrastructure.
MyVoip Communications (MVC) is a 100% HDI-owned corporation with a BEE Level Three Compliance Certificate from Empowerdex. Its consultants have extensive experience in developing solutions across the entire it development cycle. MVC specialises in cost-effective, universal open source technologies using various development tools and languages, and specialises in bespoke Java development. MyVoip is managed by a number of industry specialists that are able to address all of the various requirements of design, construction, modification, delivery, integration, training, roll out and implementation of all aspects of solution design, construction and delivery.
During 2007, MVC won the tender to supply the South West Gauteng College with a fully integrated contact centre. This led to seven branches being integrated from a contact perspective. This tender was won against intense local and international competition, including all of the most prestigious suppliers on the continent. The major reason for this was that MVC could actually demonstrate the solution in the right level of detail and provide peace of mind that they not only knew the requirements, but were able to back up their claims of having a credible solution by physical delivery.
MVC is currently busy with a national roll-out of the contact centre for the Department of Correctional Services. This is as consortium partner in a large multi-year project. It is significant to note that Phase 1 of the DCS project has been delivered on time, in budget and meets all of the agreed objectives for the phase.
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