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Contact Centre Technology
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Customer Delight Survey
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IP Telephony
 
      Our Services

    Contact Center Technology

 

Customer Contact Solutions Nigeria (Limited) is pleased to be able to provide our customers with a complete offering in terms of the modern multi-media customer interaction centre and related peripherals. Speak to one
of our account managers for information and specifications on the state of the art:

·    Unified Customer Interaction Centers
·    Automatic Call Distribution systems (ACD’s) (Aspect Unified IP Solution)
·    Interactive Voice Response Hardware and Software (IVR’s)
·    Voice Logging and Quality Assurance Hardware and Software (Loggers)
·    Voice over Internet Protocol (VoIP) Call Centres and broadband voice solutions
·    Call Centre Headsets, SIP phones, IP Phones, Cordless Headsets
·    Predictive Dialler Hardware and Software
·    Knowledge Management Software Applications (EGain)
·    Workforce Management Application Hardware and Software (Aspect E-Workforce Management)

    Contact Centre Outsourcing

 

We provide Business Process Outsourcing and Of f -Shoring as well as Out sourced Customer Interaction Centers via our exciting and innovative joint venture with Inter-Active Technologies (Pty) Ltd, our South African partner.

We are currently in the process of deploying new technology platforms which include state of the art Digital Delivery Hubs capable of delivering multiple interaction media from a single site. This Customer Interaction center is already operational here in Lagos Nigeria and has a projected 200 seat capacity!

Some of our Revolutionary Offerings

  • Customer Contact Centre Technology Infrastructure
  • Unified Customer Interaction hard ware and software platform or ACD (Automatic Call Distributor)
  • Interactive Voice Response (IVR) platform for Inbound call automation
  • Predictive Dialler ( PD) platform for Outbound Call automation
  • Digital Voice Logger (DVL ) platform for Quality Management and call security and audit
  • Workforce Management (WFM ) platform for management of staffing forecasts,schedules and tracking
  • Computer Telephony Integration (CTI) platform for effective integration and management of related application programmable interfaces to customer driven back office and related proprietary technical environments
  • Multi-Media Management (MM M ) platform for management of multi-channel communication delivery such as e-mail, fax and web chat
  • Knowledge Management (KM) platform for data mining, case based reasoning and reference repositories
  • Document Imaging and Workflow (DI&WF) platform for single point of reference and customer document access
  • Workflow application management and process audit tools
  • Mobile device application design and hosting
  • Database design and management
  • Application development
  • Customer Contact Center Staffing Solutions
  • Specific assessment, recruitment and deployment strategy
  • Human Resources (HR) vehicle for effective management of staffing in keeping with Labour Relations
  • Act (LR A ) legislation and HR management
  • Multi-skilled Specialist or Generalist Customer Service Representatives (C S R's)
  • Tested Competency Frame work for key role definition of management, supervisors, coaches/team leaders and CSR ' s
  • Induction, Training and coaching frame work for increased competency delivery with minimal time to deployment

    Customer Delight Survey / Interaction Management Services

 

Inbound Call Management which may include:

· Customer service or help desk, Customer query desk

· Billing information inquiries

· Technical support inquiries

· Directory inquiry services

· Financial advice and support services

· Legal advice and support services

· Product information and service offering  support line

· Outbound Call Management which may include:

· Tele- marketing

· Online sales

· Customer satisfaction indexes

· Customer retention drives

· Quality evaluation initiatives

· Bench marking studies

· Market research

· Debt collection

· Customer information initiatives

· Customer service follows up initiatives

· Customers segmentation analysis

 

 

 

Customer Contact Solutions Nigeria Ltd, 2007. All Rights Reserved