Contact Center Solutions and Call Accounting Version 7.0.1 ...
CALL CENTER / CONTACT CENTER
Transcript of CALL CENTER / CONTACT CENTER
CALL CENTER / CONTACT CENTER
INCREASE OPERATIONAL EFFICIENCY & REDUCE COSTS.
The absolute latest in contact center optimization and utilization.
Enhance and streamline your customer’s experience with our
advanced cloud contact center platform.
Automatic Call Distribution Call Monitoring/Coaching Real-Time & Historic Reports
True Omnichannel Experience
Allow your agents and customers to interact over multiple channels (calls, email, text/SMS, web chat, web call back, social
channels) in a unified cloud contact center environment that improves agent productivity and customer experience and deliver
a consistent customer experience across all communication channels. Manage customer interactions over web, voice, email,
chat and social channels.
Transform your contact center into a strategic business asset through an omni-
channel cloud-based solution using predictive analytics to improve your
customers’ experience and lower costs.
Fully Customizable Cost-effective
NO expensive equipment to buy
Real Time Statistics and Agent Reports
Manage your Agents, configure your ACD
Set-Up Hunt-Groups online through the
Admin Portal
Supports multi-location call centers
Web Console (Supervisor)
Presents supervisors with an intuitive real-time view of all calls and agents.
View status & manage agents, queues, and queued calls; view & manage
reports.
Give your supervisors full visibility into agents' performance with robust
reporting tools.
Web Console (Agent)
Give your agents the tools they need to provider better customer service
and close more sales.
View & manage incoming calls, escalate to supervisor, set Availability status,
and more.
Empower your agents with fully featured Instant Messaging and Presence.
Call Recording
Fully record all of your inbound and outbound communications on a per
extensions basis. We can design the solution to allow you to manually record
from your phone or Norstar desktop software.
Analytics Driven
Predictive analytics that dynamically matches customers and agents using the
agent, customer, and interaction history data to optimize resolutions.
Use real-time and historical metrics to make queue management and staffing
decisions.
Salesforce Integration
Click to call, call logging, call control, and real time caller information, all
Within the sales force environment.
Management, administration, routing and reporting all from within
Salesforce.
Omni Channel
Manage customer interactions over web, voice, email, chat and social
channels.
Powerful Reporting
Use real-time and historical metrics to make queue management and staffing
decisions.
Get real-time reporting on contact center capacity, utilization and
performance.
Intelligent Queues
Increase your first call resolution. Route incoming calls to employees based
on agent or team skill sets.
Improve the customer’s experience with:
• Real- time analytics. • Historical call reporting. • Interactive Voice Response.
Workforce Optimization
Speech enabled Interactive Voice Response (IVR), Automatic
Call Distribution (ACD) and Workforce Optimization (WFO).
Automated Call Distribution (ACD)
Route callers to the right queue, with the right priority to the right skilled
agent.
Collaboration
IM chat and presence promote real-time teamwork.
Easy Administration
Simple workflow editing: Allows customer to visually build and edit simple or
complex communications workflows for all types of communications and
scripts.
Allows you to work seamlessly across multiple locations, and even
incorporate remote workers.
• Analytic driven routing. • Call Monitoring/Coaching. • Call routing by queue, day, time, and customer service representative (CSR) ability. • Monitor, whisper, barge capabilities. • Easily maneuvered admin panel for additions and changes.
Inbound Social Media Multi Channel
Sales, Customer Service, Telemarketing, Inbound, Outbound,
Blended, and Omni-Channel contact centers.
MEASURE AND ANALYZE RESULTS WITH BUILT-IN REPORTING
Secure and controlled facility
Business continuity and disaster recovery
Temperature-controlled environment
Redundant environment Variety of configurations (racks, full cabinets, secure cages) Monitored data center environment
Patch management Power backup
UPS
TRUE OMNICHANNEL EXPERIENCE
• Customizable Automated Call Distribution (ACD)
• Web Console (Agent)
• Coaching Tools
• Customizable Greeting & Queue Messages
• Web Console (Supervisor)
• Powerful Reporting
• Flexible Staffing & Oversight
• Intelligent Queues • Collaboration Tools
REAL-TIME QUEUE REPORTS:
STAY ON TOP OF YOUR CONTACT CENTER AND STAFFING PRIORITIES WITH NORSTAR’S
REAL-TIME QUEUE REPORTING. KNOW HOW MANY AGENTS ARE ON CALLS, MEASURE
THEIR ACTIVE TALK TIME, AND TRACK CURRENT CALLS IN QUEUE.
INCREASE OPERATIONAL EFFICIENCY & REDUCE COSTS: THE ABSOLUTE LATEST IN
Access Real-time Dashboards, and Displays
Norstar’s cloud-based call center platform saves you money by removing what you
don’t need and giving you more options that work:
Here at Norstar, we offer a suite of contact methods like instant messaging, SMS
text, email and online chat, so that our clients can ensure that their customers
experience a more dynamic means of service.
MOBILITY FEATURES
Our software is designed specifically to keep employees connected and working from any device. Now your contact center agents can be located anywhere!
Flexibility for administrators and agents to do their job from anywhere. A virtual call center like Norstar’s Call Center enables you to support teams with home workers, off-site employees, and staff at multiple branches to operate as a single unit.
Call Center Plans:
NPA/NXX OR FLAT RATE OPTIONS
Norstar delivers dialer friendly pay-as-you go pricing with your choice of NPA/NXX or flat rates.
DISASTER RECOVERY & REDUNDANCY
Your call center needs to be available 24/7 regardless of the weather outside. With Norstar SIP trunking, calls
are re-routed automatically in the event of power or Internet outage.
Our portfolio includes High Call Completion and High Call per Second Capability Inbound Toll Free and
Outbound Long Distance with a “Free Trial” offer to pre-qualified candidates. S
POWERED BY 99.999% GUARANTEED UPTIME
Or Call Customer Service 1-888-755-4589
RAINING
FREE LIVE ONE-ON-ONE TRAINING INCLUDED FOR AGENTS, SUPERVISORS, AND ADMINISTRATORS