SCC enables customer service operations to meet and exceed target metrics. SLAs are maintained automatically by the central Automatic Session Distributor (ASD®)
, which decides which agents can be moved and when, from less time-critical activities such as outbound sales or email handling, to cope with spikes in inbound demand. No supervisor involvement, no errors in judgement/ calculation, just automated ‘best available’ decisions. The ASD ensures that outbound performance is not compromised, and customers are not kept waiting a moment longer than necessary, allowing you to achieve the best productivity with the available resources.
IVR, chatbots and other automated customer touchpoints are available to perform front-line services such as identifying the customer, which allows agents to keep working on higher value activities, and allows customers to be directed to the right department or service as quickly as possible.
SCC offers precise control in designing and delivering the most complex IVR and chatbot flows, using Natural Language Processing (NLP). Or 3rd party chatbots and other services can be integrated to make the customer journey as swift and effective as possible.
To enable agent monitoring and improvement, supervisors can listen in or contribute to customer conversations where they wish, and all interactions can be recorded and reviewed for quality monitoring and further agent training.