Telephony ACDs may be mature technology, but they remain firmly rooted in the ‘One and Done’ world where answer times are the key, not customer service or first-time resolution rates.

Most multi-channel Customer Interaction Management (CIM) solutions have evolved from the telephone call-centre world and are little more than an ‘ACD bolt-on’s’ which do little to help the business effectively manage business resources across multiple contact channels. The true business landscape is one of channel segregated contact centres using a combination of weakly integrated technologies for routing, agent desktop, case management, knowledgebase, CRM and back office.

numero interactive offers multi channel and telephone focused call centres with a new vision for integrated customer interaction management – one which protects the existing ACD investments yet delivers a seamless multi-channel customer experience whilst at the same time as improving contact centre flexibility and efficiency.

With a variety of telephony options ranging from manual call logging, or call backs, to basic CTI ‘Screen-pop’ to deep ACD integration, numero interactive allows a low risk, low cost route towards full contact centre unification.

The numero solution provides the agent with a single desktop where the data screens are dynamically configured in real time to support the task in hand. No longer does the agent have to waste valuable time looking for client’s data. Furthermore, the screens are automatically pooped with key information (such as credit status, propensity to fraud, order status, last orders, cross sell opportunities) all from an optional scripted on screen process.

Most importantly, by providing a single solution for all channels (the single agent desktop, the same knowledgebase, the same business processes, the same view of customer and case and the same management reporting), staff re-use and flexibility is increased and so it becomes simpler to manage and improve the customer experience.