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Revolutionize Customer Service with Contact Center Solutions

Improve productivity, lower costs, and boost support with our contact center platform.

  • Quick Setup: Start in minutes.
  • Omnichannel: Manage all channels in one place.
  • Workforce Optimization: Improve agent productivity.
  • Scalable: Grow with ease.
Contact Center Solutions

What is the Contact Center?

A contact center is a centralized facility that handles customer interactions through different channels, like chat, email, call, and social media, concentrating on support, inquiries, and service delivery.

Contact Center Vs Call Center

Aspect Contact Center Call Center
Communication Channels

Multiple (phone, email, chat, social media, etc.)

Primarily phone-based communication

Purpose

Handles a wide range of customer interactions

Primarily focuses on handling inbound and outbound calls

Scope

Broader, often includes sales, support, and inquiries

Focuses mainly on customer service or support via phone

Technology

Advanced systems to manage multiple channels

Often uses basic telephony systems

Customer Interaction

Multichannel interactions across various platforms

Limited to phone interactions

Benefits of Contact Center Solutions

Improved Efficiency

Robotization manages recurrently happening tasks, diminishing costs and reducing response times.

Omnichannel Support

A unified platform for chat, email, voice, and social media.

Boost Customer Satisfaction

Instant resolutions of problems and personalized engagement.

Real-Time Analytics

understandings for tracking and enhancing agent performance.

Workforce Optimization

Tools to boost agent performance.

Business Phone contact center

How Does a Contact Center Work?

A contact center utilizes advance transfer systems to manage different customer interactions successfully. Tools can automate frequent tasks, and real-time analytics offer understanding into agent performance. Omnichannel communication allows businesses to interact with customers throughout various platforms, providing continuous, quick, and standard service.

Types of Contact Centers

Outbound vs. Inbound vs. Contact Centers

Outbound: Proactively communicates to customers for sales, surveys, or follow-ups.

Inbound: focuses on receiving customer inquiries, support, and requests or demands.

Omnichannel vs. Multichannel Contact Centers

Omnichannel: Provides an easy, integrated experience throughout different channels, ensuring customers can switch between platforms effortlessly.

Multichannel: Handles customer interactions on different platforms like chat, email, call, and other social media channels that are often siloed.

Seamless Integration for Easy Operations

Seamlessly integrate your CRM and communication tools with our cloud-based platform for simplified workflows and continuous customer interactions.

Contact Center

Features of Vitel Global’s Contact Center

Call Routing for Faster Connections

Connect customers with the right agent quickly.

Omnichannel Support

Handle interactions across chat, email, voice, and social media in a single platform.

Cloud-Based Infrastructure

Remote access for agents anyplace.

Customizable Workflows

Customized workflows to enhance efficiency.

What You Get from a Contact Center

Advanced IVR Technology

Automates customer interactions, providing self-service options and routing calls efficiently for faster resolutions.

Call Recording

Record calls for quality assurance, training, compliance, and performance tracking purposes.

Click to Dial

It organizes dialing by enabling agents to click on a number, boosting efficiency and cutting errors.

Automatic Call Distribution (ACD)

Transfers incoming calls to the most appropriate agent depending on verified measures for quicker response times.

Call Analytics

Provides data-driven insights into call volume, duration, and performance metrics for optimization.

Call Center Thresholds

Set limits for key metrics like wait times or call volumes, triggering alerts when exceeded.

Desktop Softphone and Mobile App

Enables agents to manage calls from PCs or smart devices, ensuring adjustability and remote work capability.

Dialed Number Identification Service (DNIS)

Recognize the number dialed by the customer to transfer calls to the most relevant service or department.

Customizable Call Flow Builder

Allows businesses to design personalized call flows to meet specific customer interaction needs.

Intelligent Call Routing

Transfers calls depending on customer data, expertise, and priority, ensuring quick and proficient service.

Customer Satisfaction Surveys

Collects real-time reviews from customers after interactions to assess satisfaction and enhance services.

Screen Pop

Shows customer details on an agent’s screen instantly upon call connection for quicker assistance.

Advanced Contact Center Solutions for Business

Vitel Global’s contact center solutions streamline communication, boost efficiency, and enhance customer service across all channels.

Robotize customer interactions for quick responses and customized service.

Combines easily with your current systems for smoother workflows.

Expand effortlessly as your business develops and customer demands rise.

Contact Center Software

Solutions That Drive Better Customer Experiences (Metrics)

Contact Center Software Solutions

A 48% increase in customer satisfaction: Boosts satisfaction by offering faster, personalized service.

30% Reduction in Overall Managing Time: This simplifies procedures, allowing instant problem resolution.

25% Improvement in First Call Resolution: Ensures customers' problems are solved on the first contact.

40% Improvement in Agent Productivity: Optimizes workflows, leading to higher efficiency per agent.

A 20% Reduction in the Abandonment Call Rate: Cuts the number of calls dropped before reaching an agent.

35% Improvement in Net Promoter Score (NPS): Boosts customer loyalty via standard service and engagement.

Frequently Asked Questions

Find answers to common queries about contact center software, AI solutions, and cloud-based services.

Getting Started with Vitel Global

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