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Solutions for Contact Centers
Balancing Efficiency and Effectiveness in Contact Centers
Contact center managers face a tough challenge. On one hand, they face continuous pressure to increase efficiency and reduce costs; increasing the volume of transactions and customer interactions completed by each agent. On the other hand, there's increased focus on contact center effectiveness, measured by metrics such as customer satisfaction, first contact resolution and up-sell revenue.
Visibility and Consistency in Contact Center Processes
The key to optimizing the efficiency and effectiveness of the contact center is based on the quality and consistent execution of the underlying business processes. The Iontas Focus solution provides a platform to increase the visibility, consistency and control needed to optmize the efficiency and effectiveness of key contact center processes.
Challenge
Solution Capability
Automated process discovery provides visibility into the interactions of people, processes and applications in the contact center, with insight into the main process flows, plus the variations and exceptions that are being executed by the agents.
Focus provides visibility into best practices of top performers. Our automated process guidance can ensure that all agents follow the best practice process, improving operational consistency and boosting agent productivity throughout the organization.
Iontas process guidance can automatically present timely, contextual information to the agent, leading the agent to specific application screens, reducing customer delays.
Iontas discovery solutions provide an accurate record of the actual process flows and process best practices as executed by the agents. This "system of record" continuously updates to show current process reality as the business needs evolve.
Focus can prompt agents with the right qualification questions to identify the customer needs required to launch the right process in a multi-function contact center, reducing process restarts.
Focus will guide agents through best practice process steps proven to best resolve customer issues. Process monitoring can escalate issues to management for real-time resolution if the processs is not being completed correctly.
Focus is compatible and synergistic with your underlying applications, and will guide agents to the specific application screen for the process step, eliminating unproductive agent toggling and searching between applications.
Focus will automatically propagate common data elements through all applications in the process, eliminating data re-keying, increasing agent productivity and eliminating data entry errors.
Iontas can deliver customizable, contextual prompts to the agent, prompting agents with scenario and customer-specific up-sell opportunities.
Focus process guidance leads agents screen-by-screen through best practice processes, significantly shortening agent ramp-up time for new agents or new processes. Custom agent prompts and training points can be delivered to the agent desktop in context of the current process issue.
Focus seamlessly integrates with your underlying contact center infrastructure. Process tuning is easy and does not require complex programming.
