Customer Interactive Solutions

The contact centre, with its diversified spectrum of communication channels, has become a widely adopted and often critical function for managing customer interactions. The growing adoption of IP technology as the platform for customer engagements is driving an increasingly tighter alignment with business processes.

Contact centers are becoming an integral part of the way organisations do business with their customers. VoIP creates contact centre and customer interaction solutions for large companies across Australia.

We provide Customer Interactive solutions and services around:

• Contact Centre Integration - We maximise efficiency and intelligence in routing
  and managing your customers through contact management architectures based on TDM,
  IP or a combination of these technologies.
• Self-service - We automate interactions so your customers can navigate, complete transactions or access information across various
  communications channels through self-service applications, with a particular focus on speech recognition and interactive voice response (IVR).
• Interaction Management - We optimise the business performance of customer engagement processes to resolve calls through tools and
  frameworks that guide customer interaction and dynamically provide all relevant information required.
• Workforce Optimisation - We enhance the performance of your agents to provide effective and efficient service to customers through
  competency, workforce, quality and performance management processes and tools.
• Operations - We deploy, run and enhance your contact centre operations to balance performance, risk and cost through full operational consulting
  and outsourcing.

VoIP:

• handles more than 10 million customer interactions each year via the contact centres and self-service channels planned, designed, built and
  managed on behalf of our customers.
• is a contact centre practitioner, operating seven national Service Centers with the expertise to support our customers.

Delivering business value

Our extensive knowledge of the contact centre industry, together with our experience in networking and building complex customer interaction solutions,
ensures that the solutions we deliver perform optimally. With our broad spectrum of contact centre integration, self-service, workforce optimisation,
interaction management, hosting and outsourcing solutions, we’re well-positioned to help you reduce your contact centre costs, improve productivity and
enhance customer experience.