Contact Centers are the frontline of any business; this is the point of interaction with your customers, which is why BTC puts all its expertise to facilitate the streamlined operation of contact centers for customers, agents, supervisors & software integration to help you increase customer loyalty and offer superior services with the utmost flexibility.
With our solutions, managers have the controls on all aspects of the contact center, from queue waiting times, skill sets, call routing, thresholds, supervising agents, monitoring calls, real-time statistics, computer telephony integration, screen pop-ups, advanced reporting, multimedia contact center integration and integrated voice response – CRM integration capabilities that will suit every business.
Technology has greatly advanced in this area and BTC’s solutions rely on the latest, such as VoIP, Voice XML, Text To Speech & Automatic Speech Recognition, with support for connecting geographically distributed contact centers and outsourcing infrastructures.
In order to further enhance contact centers, Integrated Voice Response solutions offer enhanced efficiency by automating routine requests and freeing agents for more complex inquiries. Multiple host and database access and seamless integration with CTI applications make for intelligent IVR solutions that leave a quality based impression on customers.