Seamless customer journeys through improved agent experience and the integration of existing call systems with new channels of communication

Telephony is one of the most important forms of customer communication and usage continues to rise with the widespread adoption of mobile phones, which are now owned by almost all the UK population and a high proportion of consumers through the developed economies around the world. Telephony use is growing, encouraged by inclusive minutes on landline and mobile contracts, as evidenced by the fact that over 50% of UK mobile contracts include at least 300 minutes of free calls.

Organisations have traditionally treated telephony as a ‘One and Done’ challenge to be addressed by response times rather than more important measures such as customer satisfaction and first-time resolution rates. With the help of numero, contact centres can protect their investment in Automatic Call Distributors (ACDs) while delivering a seamless, fully integrated, multi-channel experience for customers.

numero Telephony Management enables this vision to be realised through a complete range of options including manual call logging, call-backs, Computer Telephony Integration (CTI) with ‘screen-pops’ and deep call integration. Our dynamic data capture technology guides agents through the call handling workflow in exactly the same way as other forms of customer communication. As a result, customer journeys are efficiently and effectively progressed to resolution and enhanced by integration with other preferred forms of customer communication including email, mobile messaging and social media. To complete the picture, everything is recorded against customer records to provide a 360 degree view of relationships.

As a result, numero clients are able to improve their telephony performance and unify all forms of customer contact through a low risk, low cost solution.

key features

• Provides comprehensive management information and reporting
• Handles manual calls, CTI and ACD
• Enhances agent workflow through script guides
• Provides complete support for contact-centre and back-office processing in a single solution
• Includes pre-defined workflows for important tasks including call escalation
• Fully configurable agent 'screen flow'
• Detects case and customer details to support ID&V
• Automatically captures customer and case data
• Integrates with back office and knowledge base systems
• Dynamically 'pops' customer and case data to streamline customer contact
• Automatically transfers customer and case data to enable warm transfers between agents, departments and supervisors