The Contact Center service is part of a broader concept of integrated services, the structure that facilitates company communication with the end customers. Being a strategic customer service enhancer, the Contact Center allows efficient management of complex projects in terms of technical assistance and support.
In the Digital Age Contact Center as a business unit has radically evolved. CRESCENDO through its experience and expertise can help you not only implement the latest Contact Center technology and infrastructure but can help you assess the current situation of your existing Contact Center in your company and support you in upgrades needed to follow the technological evolution.
The benefits of implementing our Contact Center solution:
Maximum availability
Contact Center is operational 24/7, it manages thus, operational, customer requests who get more value from the solution maintenance and proactive problem solving, increased system availability and increased productivity for users.
Timeliness
Contact Center ensures call processing automation, alerting specialists and ongoing monitoring of registered cases.
Quality and professionalism
Customer requests are professionally handled, according to the type of contract, which provides service parameters (SLA), including: the range of coverage, response time, repair time, solving method;
Real-time Reporting
The flexible system of reports provided by Microsoft Dynamics CRM allows better tracking of contractual obligations we have assumed from our customers.
We work with the key departments involved in maintaining an excellent relationship with your clients: HR, Marketing, PR, Financial, etc., analyzing both operational and strategic criteria. We come to understand your business needs in depth in order to provide an ideal solution both for current operations and future business goals. We evaluate the development of your Contact Center by comparing its performance with the industry standards.
INTEGRATED COMMUNICATIONS SOLUTION AT VALORIS CENTER
The solution resulting from the cooperation of two IT & C leaders, Microsoft and Cisco, is now used for the first time in a Romanian Call Center after CRESCENDO’s successful implementation. The company’s management realized that in order to meet the needs of the market, Valoris had to replicate the Call Center department in each client company, which implied some difficulties in the reproduction of the environment. The Valoris business plan provided a powerful IT infrastructure to support an intense activity that would have the core or major priority of any performing company: the 360 degree viewer.
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Volksbank implements Cisco Unified Contact Center Enterprise
Volksbank opted for an integrated communications solution with the following components: Cisco IP Telephony; Cisco Unified Contact Center Enterprise Call recording solution (Zoom CallRec). Internal calls between headquarters and branch offices or between branches are now carried out over the IP network, with no costs for external network transfer. And for out-of-net calls, smart call routing causes a significant drop in costs. Even the temporary mixed solution, which also uses traditional PBX equipment, makes savings.
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CISCO CALL CENTER SOLUTION AT VOLKSBANK LEASING
To be able to respond as efficiently as possible to the diverse demands of its clients, VB Leasing has acquired a powerful Call Center solution. They needed a solution from Cisco’s offer, and as a provider and implementer, CRESCENDO was chosen for its capabilities and experience. CRESCENDO specialists chose Cisco Unified Contact Center Express solution in the Enhanced version, with an estimated increase in the number of operators. With this system, call distribution on operators is optimized, and the supervisor, who runs the Call Center, only takes calls if all operators are busy.
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