Customer Support

IP Contact Centre

 

ArwenTech Converged Communications Services – IP contact center can help you plan and design a converged network architecture that allows you to create more effective contact center processes, and integrate and manage applications. And you can do it all while leveraging your existing IT investments and legacy systems. The offering includes assessment, design, integration, migration and deployment services.

  • Helps transform your call center into a multichannel, IP-based contact center supporting higher productivity, improved customer satisfaction and lower costs
  • Permits centralized contact center management of your distributed agent workforce virtually anywhere in the world
  • Promotes better communications internally and externally—via Web, phone, e-mail and more—thereby improving the customer experience
  • Enables your organization to respond to business changes and customer needs more quickly and flexibly

Thanks, in part, to the ever-increasing popularity of conducting business online, a significant portion of the customer experience is now dictated by call center processes and agents. Successful organizations have learned to use this situation to their advantage, differentiating themselves through robust contact centers that enable increased efficiency, lower costs, enhanced productivity and higher revenue. How? With an IP telephony–based contact center, your agents can use multiple visual and text channels—e-mail, Web-sharing and more—to communicate with each other and with customers (instead of traditional call centers, in which they are limited to the telephone). With an IP-based contact center, information retrieval can be performed more comprehensively, accurately and quickly. Customers who contact the center can be automatically routed to specialized agents. And the agents can connect to the network from remote locations. All these factors contribute to improving the customer experience and earning customer loyalty.

Arwen ‘s comprehensive, tailored solution for the assessment, design, integration, and migration or deployment of your IP contact center can potentially result in higher staff productivity, improved customer satisfaction and lower costs.

Our goal is to transform your legacy call center into a multichannel, IP contact center. And, unlike most telecommunications companies, systems integrators and small application service providers that compete in this space, ArwenTech can deliver the contact center from end to end.