Click-to-Call

Click to Call

Customers increasingly expect to interact with businesses on their own terms – choosing the method, date and time of communication that fits-in best with their schedules. 


Provide help when it's needed most

numero360 Click-to-Call enables organisations to provide a refreshing alternative by letting customers choose the most convenient time to be contacted. Our Click-to-Call solution dramatically improves the customer experience while simultaneously helping manage contact centre resources. As a result, call queues are reduced, workloads become more predictable, peak workloads lessened and customer satisfaction improved.

numero gives organisations the ability to quickly and easily add Click-to-Call to any website, with the option to provide the facility through other channels including IVR, social media, email and mobile messaging. Once in place, customers complete a simple information request which is converted through the numéro  platform to a customer callback workflow item. This can include everything the agent needs to complete an effective call including client details and supporting information such as recent account history and interactions via other channels of communication.

Calls are automatically scheduled so that agents with relevant experiences and skills make the outbound call back. These are initiated automatically by numero and the full work item (with all the relevant client details) is presented to the agent to facilitate an effective call all managed in line with the clients requested appointment date and time.


Key Features

 

  • Quick to deploy, quick to deliver results: numero360 Click-to-Call is simple to configure and easy to use
  • Integrates fully with IVR and CTI systems
  • Branded to match your web sites look and feel
  • Determines which agents are appropriate and available, then routes the callback work items accordingly
  • Automatically escalates issues to supervisors/managers when conditions are met
  • Provides comprehensive management information and reporting
  • Automatically schedules and manages customer callback workflow
  • Handles different brands/companies from a single platform
  • Enables callback functionality to be added to any website with ease
  • Includes comprehensive audit and QA processes to ensure the highest possible outbound quality
  • Reduces inbound call volumes and peak workload demands
  • Supports multiple channels including websites, Social Media and mobile messaging
  • Improves first time resolution rates by pushing relevant information to agents to help with the call

A 360 Customer view

Exceptional customer experiences come from a unified view of all communication between an organisation and its customers. numero360 Click-to-Call is one element of a multi-channel Customer Experience Management (CEM) platform that provides customers, employees and business partners with seamless and engaging experiences. Through a combination of self-service capabilities, process automation, legacy systems integration and the streamlining of manual processes, numero is able to dramatically reduce the time and effort associated with the handling of all customer interactions across all communication channels.

By making Click-to-Call part of a unified view of all customer communication an organisation can exceed expectations and delight customers with exceptional experiences that encourage loyalty and promote advocacy.


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