Designed exclusively for Microsoft Skype for Business, Contact Expert delivers a complete contact centre solution on one scalable and highly flexible platform. Customers can engage via multiple channels such as web, phone, email, SMS, chat, fax, or social media networks, regardless of channel or device. This solution offers key contact centre tools including IVR, intelligent routing, callback, proactive outbound, and the ability to draw in resources from across your entire organisation.
Contact Expert can be deployed to your existing Skype for Business solution with the added flexibility of using our Hybrid Contact Centre as a Service model or deploying onto your compute. The CaaS option provides a simple cost per agent per month and requires no investment in hardware compute or licensing from your end.
Contact Expert provides a complete and cost-effective contact centre solution on one scalable and highly flexible platform – while retaining all the functionality of Microsoft Skype for Business
Its features include.
- Natively Integrated with Skype for Business and works within Microsoft’s Unified Communications (UC) platform
- Multichannel Contact Centre for Skype for Business - unifies customer interaction histories and combines them with existing CRM or customer database information into one user-friendly interface.
- Office 365 Integration for Anywhere Working
- Powerful ACD & Outbound Capabilities, with High Performance Predictive Dialing
- Multichannel Outbound – you can deliver customer service proactively. Includes Proactive Chat, an automated feature that detects when a customer is browsing on your website and offers them the opportunity of speaking with an agent
- Unified Desktop
- Skills based routing across all media types – routes all customer interactions to the most appropriate agent.
- Customer Self Service - IVR
- Anywhere working
- Agent scripting – includes a leading-edge graphical scripting tool
- Customizable Analytical & Executive Reporting, using Microsoft BI Technology
- Call recording
Download the Contact Expert Overview