Voice-enabled e-business

"With US $700 billion at stake, the call center market is becoming increasingly competitive. Companies need to aggressively improve customer service to maintain profits and preserve customer loyalty. Customers want to personalized service 24 hours a day, seven days a week, and they want to access such services via the phone or the Web. A voice-enabled Internet call center allows companies integrate a broad range of exciting new services designed to increase sales, cut costs, and improve customer service."

Information source: ”www.Intel.com”

 

System ORION

Main Features Solutions

Crease sales

Many Web consumers browse online catalogs, place an order, then cancel at the last moment. With a push-to-talk button, however, many Web sites report that sales are up 50 or more

 

Improve customer service Customers can conduct transactions or receive information 24 hours a day, with little or no wait time. In addition, they can choose the interaction form they like best; some prefer email, others the phone. Their transactions are also more accurate because they enter their own information. Improved time to market An open, fully voice-enabled Internet call center can manage interactive voice response (IVR), fax, email, Web collaboration, and phone service on a single communication server. This cuts costs and reduces time to market.

Connect agents remotely

A voice-enabled Internet call center solves an important problem for call centers: finding good staff. Because agents can be geographically dispersed and in different time zones, new areas for recruiting are available and multilingual support can be offered more easily. The fact that agents can work at home also makes the job more attractive to many.