Contact Center

The challenge being addressed by many organisations is to increase the value of customer interaction and improve customer experience, whilst reducing costs within the contact center.

Many businesses however are finding:-

• The contact center is littered with multiple hard to use applications 
• The people costs are too high - training costs/timescales
• First call resolution rates are low due to lack of full information
• The complexity of the IT infrastructure makes difficult to move to self service via the web 
• Initiatives to improve cross and upsell are hard to implement
• It is hard to maintain service quality in outsourced processes
• It is hard to partner, bundle and launch new products

Corizon Enterprise Mashups enable projects to deliver rapid payback and support the cost reduction / increased value agenda to transform the customer experience by streamlining the use of applications by:-

• rapidly extending and combining familiar applications to create the integrated desktop
• make call handling and training faster and more effective
• guiding, enforcing and monitoring the processes  
• simplifying user tasks and providing guidance to allow upsell and cross sell to be easily implemented
• re-using functionality in web delivery, moving simple tasks to self-service
• rapidly combining product specific systems to launch and release new offerings

Within the Contact Center, Corizon Enterprise Mashups have been developed with Avaya Communications Manager.

For more information about the challenges in the contact centre please download the Datamonitor Report The Unified Agent Desktop and CRM in the Contact Center

To find out how our customers have improved productivity through the Corizon Enterprise Mashup Platform in the Contact Center download the BT Global Services Case Study and HomeServe Gateway Case Study