How the contact centre performs has a significant and direct bearing on how customers perceive the organisation and its services, their overall experience, satisfaction and loyalty. The role of the contact centre in delighting the customer has grown with changes in customer expectation and behavior. This has continued with the provision of additional mediums, tools and choices for the customer to receive the services they want, when they want.
As organisations are understanding their customers better and providing them with a choice of service channels, they are also gaining real insights into what they (and their own contact centre staff) are saying. They are building knowledge about their customers and influencing their perception of the organisation.
Any solution, or process used in the contact centre, needs to be able to change as the needs of the organisation and the expectations of the customer change. Datacom provides all the contact centre applications and tools your business will ever need, in a flexible solution that couples these with our customer experience and service design expertise and a proven track record in delivering contact centre and IT services to organisations across New Zealand and Australia.
Our Contact Centre as a Service (CCaaS) solution utilises leading technology and infrastructure from Interactive Intelligence, housed in Datacom’s and Interactive’s data centres and deployed into our own, and external client contact centres. This enables us to seamlessly handle more than 3 million multi-channel interactions annually.
Multi-channel interaction routing, real time analytics, call and screen recording, quality monitoring, workforce management, IVR automation and comprehensive reporting are all available from the solution. as you would expect. However, it’s our commitment to service improvement and extensive experience in designing, building and operating award winning contact centres that really makes the difference.
Our key solution partner, Interactive Intelligence, is a global provider of unified business communications solutions for contact centres and enterprises. The all-in-one IP software suite is scalable and standards-based, offering single-platform architecture with inherent multi-channel processing to deliver comprehensive applications in a simple and cost effective solution.
By combining the experience Datacom has with world class technology from Interactive Intelligence, you can rapidly adopt and integrate new initiatives and technologies into your business thereby enabling you to: