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DTSI's complete suite of contact center solutions enables contact
centers of all sizes and BPO services providers to optimize operations
for maximum efficiency and productivity resulting in improved profitability
and quality of your customer interactions. These advanced, integrated
technology solutions streamline operational processes such as call
flow and handling, first call resolution, multichannel interaction
and management, documentation, and reporting, enabling the delivery
of an enhanced customer experience through highly personalized and
informed services.
We are driven to help enterprises of all sizes
achieve their business objectives by providing solutions that increase
operational efficiency, reduce operating costs, preserve capital,
promote flexible growth, and increase service to their customers.
Our IT infrastructure, communications infrastructure, managed technology
services, and hosted solutions provide a highly attractive capital
preservation model in today's economic climate.
Our premise-based, hosted and managed contact
center solutions and applications include:
- Automatic Call Distribution
(ACD) efficiently routes incoming calls, matching customers
to agents with the appropriate skill sets to address specific
inquiries and requests. An intelligent technology solution, ACD
assesses the service level of each call resulting in increased
resource utilization, improved first call resolution, reduced
transfer rates, and higher overall client satisfaction levels.
- Call Management System
(CMS) gathers and organizes information on contact center
activities and service levels in real time. It integrates transactions
from multiple sites into a single database to consolidate current
and historical reporting for the contact center.
- Interactive Voice Response
(IVR) applications enable intelligent and automated self-service
transactions to be integrated into an enterprise's overall IT
infrastructure and business communications infrastructure. Providing
customers with accurate, timely responses to requests and inquiries
around the clock, the IVR reduces service costs to the contact
center operation and extends its availability to clients.
- Computer Telephony Integration
(CTI) acts as an electronic bridge linking telephones with
agents' computers for immediate, automatic access to customer
information during a call. Providing the capability to deliver
informed client services in a personalized manner enhances the
customer experience, encourages customer retention, and shortens
talk time for the agent.
- Call Recording System
(CRS) is a quality assurance tool that accurately measures
an agent's performance by assessing the customer experience during
service calls. It provides supervisors and managers with critical
information required to evaluate agents, improve processes, and
enhance the customer experience. CRS also provides the capability
to evaluate agent performance over time and is a tool to meet
regulatory compliance requirements in certain industries.
- Predictive Dialer System
(PDS) allows businesses to interact efficiently with customers
by screening non-productive call events and managing calling campaigns.
As a result, right party connections are increased, productivity
is enhanced and cost savings and higher revenues are realized.
In addition, agents are able to anticipate clients' needs and
efficiently notify them of account updates.
- Workforce Management
(WFM) optimizes staff requirements through forecasting,
scheduling, and planning to ensure adequate and efficient response
to varying call volumes. This cost-effective system also automates
complex manual tasks and reduces the paper trail that record-keeping
requires.
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