Enhance Customer Experience
Pareteum Contact Center is a multichannel communication solution that enables organizations to improve customer experience by tracking customer interactions and facilitating more effective communications.
It enables online conversions, inbound and outbound mail, inbound and outbound telephony, web chat, and web self-service.
A single web-based application, Pareteum Contact Center helps businesses streamline the sales process and bolster customer satisfaction, relationships, and loyalty.
It’s also simple to configure and manage thanks to an intuitive graphical user interface, which delivers valuable customer insights.
Do You Want to Increase Customer Satisfaction and Loyalty?
Maximize customer satisfaction and loyalty by building custom experiences with Pareteum’s suite of communication and engagement services.
Good customer engagement requires more than good software. Every business is unique, meaning their communications channels need to structured according to their particular requirements. Pareteum will actively collaborate with you to help you set up your Contact Center to meet these requirements.
Your company receives customer requests from a variety channels — phone, email, webchat, etc. This makes it difficult to communicate effectively and consistently with your customers.
With Pareteum, you’ll be able to manage online conversions, email, telephony, webchat, and web self-service from one platform. Not only does this streamline customer engagement, but it will also enable you to improve customer satisfaction, sales, and company trust.
Your company receives hundreds of in-bound calls every day. However, many of these calls end up reaching the wrong departments — your sales team is receiving support calls, your support team is receiving calls pertaining to investor relations, etc.
While your team has grown comfortable with transferring calls across departments, customers find that they must repeat themselves 2-3 times before they finally receive an answer from the right person.
With Pareteum’s Contact Center, you’ll be able to keep track of call histories and notes, so your staff can more efficiently field customer queries. You’ll also have access to intelligent call routing mechanisms and be able to record calls in their entirety.
The Contact Center Is Modular, Select What You Need
Pareteum’s Contact Center comes with a base module. From there, you’ll be able to select the contact channels necessary for your company’s requirements.
Webchat
Webchat is a fast, free, and low-barrier communication channel for engaging with website visitors. In addition, by demonstrating 24/7 availability, it’s a great way to foster trust.
Agent Knowledgebase
This ensures efficient, personalized answers. Pareteum’s internal knowledgebase solution bolsters webchat by enabling agents to send pre-set answers with the click of a button. This helps agents answer more customer queries more efficiently.
Web Self-Service
Web Self-service is a dynamic, web-based self-service solution that shortens your virtual lines. By streamlining customer engagement, it enables contact center managers to focus on customers who need more hands-on assistance. The web self-service module runs on context-analysis technologies, which add self-service sessions to the relevant customer profiles.
Proactive Chat
Proactive chat is an aspect of webchat. It’s a user-friendly behavior targeting tool that increases both conversions and customer satisfaction. Whenever a potential customer visits your website, the proactive chat module immediately activates the webchat feature on your website. The threshold for activating proactive chat is configurable — it can be activated based on how long an opportunity has been on your site, which pages they’ve visited, whether they’ve added anything to their digital cart, etc. In essence, the system functions as an intelligent sales assistant.
Telephony
The telephony feature automatically routes callers to the correct departments for their needs. This comes with the added bonus of making sure employees don’t receive calls which are not intended for them. Pareteum’s telephony solution includes an intelligent waiting queue mechanism with priority options. It can also be extended with our Interactive Voice Response (IVR) solution.
The Pareteum Contact Center is used all over the world, by Mobile Network Operators, Mobile Virtual Network Operators, Mobile Virtual Network Enablers, and Enterprise businesses. It’s available as a standalone offering or as a bundled component of the Pareteum Experience Cloud.
Some of the 200+ Contact Center Features
- Inbound/outbound telephony
- Webchat/Live chat
- Proactive chat
- Pre/Post-chat
- Mail/web self-service
- Agent knowledgebase and macros
- Groups/campaigns
- User management: supervisor, agent
- 15+ standard management reports
- Raw data for BI integration
- Various dashboards/wall boards
- Multi-language support
- Routing based on: skills, priority, channels
- Multiple calendar settings
- Easy to combine with IVR flows
- Configurable colors and thresholds
- Agent-to-agent chat
- Transfer call internally or externally
- Transfer chats to other agents
- Note-taking capabilities
- Interaction history
- Label interactions
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