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Inbound Call Center Solutions

Inbound Call Center Solutions

Adopting Changes

The changes in customer needs and demands are creating an increasing pressure on Contact Center solutions to be more innovative and this pressure grows day-by-day. This situation makes Contact Center solutions to work with various channels and methods.

In a modern business environment, customer satisfaction and happiness is the key to success. In this case, your Call Centers, which is the most important component of your Customer Services, must provide consistent and personalized services to your customers. As you perform this, you need to keep your operational and systematic costs at minimum levels while keeping your service quality at maximum.

 

Isnet Contact Center Solutions

IsnetServis provides its customers with end-to-end, omni-channel solutions via its business partner Avaya and its self-developed applications, which are fully integrated with Avaya, and also provides efficient support for these products. With these solutions, our customers can take advantages of receiving/sending calls via a variety of channels like voice, email, web-chat, mobile applications, fax, SMS and make the information acquired from these channels to be accessible throughout the entire enterprise.

 

    

 

IsnetServis provides the following financial and operational benefits to its customers with its Contact Center solutions;

  • Providing personal and high level of service to designated VIP customers.
  • Provide the maximum level of service regardless of location and time.
  • Omni-Channel structure reduces all call costs.
  • Increase customer representative efficiency and productivity.

To ensure these benefits, the following technical features are available to our customers;

* Redirecting the incoming calls to the right agent, right source in an efficient and detailed way

* Effective and flexible outbound calls, campaign management and telesales/telemarketing applications

* Omni-Channel routing

* Effective real-time and historical reports and integration of these reports with 3rd party Enterprise Business Intelligence applications

* Effective and customer-based service via interactive respond systems (IVR)

* Powerful voice recording, quality management and workforce management systems (WFO)

 

Isnet Communication Solution Center (ICSC) Agent & Supervisor Desktop Interface

An integrated interface for agents and supervisors is a key component for customer experience in call centers.

ICSC agent and supervisor interface was developed accordingly to IsnetServis’ high level of experience in Call Center business and close encountering with their customers current and future needs in Turkey.

Application works fully integrated with Avaya as its developed with Avaya Application Enablement System SDK’s. The interfaces provide agents and supervisors to work effectively and efficiently with call responding, reports and management like issues.

Agents are more effective and call coverage rates are increased with the ICSC application, which concludes to a higher level of service.

The application can be easily integrated with many CRM, workflow, tracking system, banking and financial applications and similar applications.

The systems gets agent data from Avaya Communication Manager to provide real-time and historical reports. A dashboard integrated within the system makes it possible for agents to acquire live information. (Queue Management, Number of Available Agent, Service Level, etc…)

Supervisors are able to monitor agent/agent groups both in real-time and with historical reports. Supervisors can also define break types and create rules/restrictions for these break types.

The agents may ask for a live consultancy from the supervisors if necessary and supervisors can support agents with various methods. (Screen sharing, soufflé, joining a conference with the customer, etc…)

IsnetServis Added Value

IsnetServis is a leading company who provides high level of service, consultancy and professional services to its customers with the expertise and great know-how on Avaya products, installation and management of these products, self-developed fully interoperable applications such as ICSC, CallAge Outbound System, etc. and customer based application integrations. Based on current experience and references, IsnetServis will provide end-to-end Contact Center solutions to our customers with our certified technical team and extensive software development staff.