Purpose-built contact centres that strengthen your customer relationships
Prodec’s contact centre solutions allow you to stay connected to your customers in more ways than one, by integrating phones, email and instant messaging with CRM systems. By partnering with leading communications provider Shoretel, Prodec’s contact centre solutions are simple to use, integrate with a number of applications, and result in improved customer satisfaction.
Available as a hosted or on-premise model, deployment options are flexible and purpose-built to match your business’s requirements. Features such as advanced call routing and detailed reporting allow you to regain control of your contact centre and optimise processes within the organisation.
Key features of a Prodec Contact Centre include:
Prioritised skill routing – agents can be added to queues with a priority that defines the order in which calls will be distributed. This way you can easily route calls to the most appropriate agent without needing to redirect or transfer.
Automatic Call Distribution – queues can be created at any time and managers have full control over every queue property.
Call Recording – including agent evaluations forms that allow supervisors to track the performance of their agents over a period of time.
Configurable hold messages – each call queue can be assigned its own bespoke on hold configurations to deliver suitable music, announcements and estimated wait times.
Real time actionable reporting – Easy to understand dashboards and powerful data export options allow for deeper analysis.
Not sure if hosted or on-premise is right for your business?
Knowing which solution is best suited for your business can be a difficult decision to make. Prodec’s experienced team of telephony experts will work with you to fully understand the requirements of your business, conducting a thorough review to ensure your investment is maximised. This process includes:
Business case consultation and ROI analysis
End-to-end solution design
Detailed process for implementation
Third party application integration for added functionality
Post implementation support services
Regardless of the optimum deployment for you, Prodec’s contact centre solutions offer the same easy implementation, and are designed to amplify team performance. These flexible and scalable solutions allow businesses to maintain a competitive, whilst also increasing profitability through greater customer satisfaction and retention.