An important communication channel here is still the telephone. However, communication via media such as SMS, e-mail or social media channels is also increasing. Also, the number of different devices available to the average user is rapidly increasing. Despite, or perhaps because of these extended communication options, accessibility deteriorates more and more as complexity increases.
Unified Communication and Collaboration
The EcholoN accessibility solution addresses the topic of Unified Communication and Collaboration (UCC) and combines all possible communication channels in order to ensure an effective way of working, but also to ensure that no customer contact is lost. The intelligent process of skill-based routing ensures a short stay in the loop and the direct reaching of the right conversation partner. This improvement in reachability is not only accompanied by greater customer satisfaction, but also a significant cost reduction, as existing resources are optimally utilized.
Globalization and mobility in the economy make it necessary to make these services available not only at one place in the company, but throughout the company and beyond the borders of one's own communication network. Applicable wherever a communication medium is available, regardless of the existing infrastructure.
The EcholoN Accessibility Solution secures the multimedia communication of your company by bundling all possible communication channels according to the organizational structure of your workplaces and providing them in a uniform application environment. Both asynchronous services such as SMS, e-mail or fax are merged according to the method of Unified Messaging, as well as synchronous communication channels, such as telephony or VoIP. Thus, an all-encompassing solution is created, which ensures the best possible accessibility for individual employees, groups, teams and the whole company according to the principle of Unified Communication.
Your customer inquiries are quickly and effectively distributed to your employees, taking the requirements into account. For this distribution, the best possible workload of the employees is combined with an information-driven routing process.
The accessibility solution supports not only when processing incoming customer requests. Similarly, outbound calls can be made and controlled in all application areas, in pre- or after-sales, via the accessibility solution.
The parameters required for the successful and goal-oriented use of a Customer Service Centre are automatically recorded by the software and can be evaluated at any time in a comprehensive reporting.
Starting point Evaluation phase1
Selection and evaluation features to identify the right group or skill for the contact
Waiting field Overflow escalation2
All process types that are useful for controlling the accessibility
Agent is talking
Evaluation of a conversation
Information-driven routing process
How should your customer requests or events be distributed? Which employee should be consulted on the basis of which criteria? Very often it is not efficient to search only for the availability of employees for the customer request.
The information-driven routing process uses all the data available for the customer request and integrates this into the routing process. With it you create a higher customer loyalty and work customer inquiries more effectively. Not only general information about the caller, such as sales, responsibilities or customer classes are queried from your databases and taken into account in the selection of the interlocutor. In addition, skill-based routing takes place, which automatically finds the most suitable employee and implements the customer request.
The result is a tailor-made routing of customer inquiries according to the business model.