Contact Center On Demand
Launching new services that extend capability of «Contact Center on Demand», has become the first step for CTI in offering new supplement for basic contact center functions that allows recording and quality control based on Verint Impact 360 Workforce Optimization solution. This solution includes strategically important tools that will allow to improve customer satisfaction and loyalty, products and services, reduce costs and increase the company's revenues in the future.
During the implementation process, CTI specialists take on all administrative tasks on system maintenance, and the customer will be able to get selected recorded conversations, or use a quality control system based on evaluation forms.
«CTI has an extensive experience in implementing Verint solutions in traditional configuration, when the system is installed directly onthe customer's site. The project of On Demand service implementation has become a challenge in the area of optimization systems. Now I am glad to realize that we have successfully resolved all technological and organizational problems, and our first customers are already benefiting from the proposed decision», said Leonid Perminov, Head of Contact Center optimization, CTI.
«In the current economic situation, many companies choose On Demand services as the most flexible and efficient option of IT infrastructure organization and development. In this case the customer gets access to the most advanced technologies. Responding to market demands, CTI plans to move on further implementing recording and quality control systems», commented Oleg Schapov, CTI CEO .
At the next stages, in the framework of Contact Center on Demand, all functions of Verint Impact360 solution will be available, including such powerful tools as speech analysis, feedback control, planning of work houres schedules for operators.This complex approach helps organizations of all sizes to collect data through various channels on the interaction with customers, about their moods and trends in behavior, analyse received information, optimize business processes and improve service quality.