Call centres act as vital hubs for questions about services, technical support, and customer care.
These centres manage a wide range of functions, including answering customer questions, offering technical
assistance for problems with networks and devices, arranging sales and upgrades, controlling invoicing and
payments, and helping to activate and cancel services. To interact with consumers, they frequently use
multichannel assistance, which includes chat, email, phone calls, and social media. By utilising data analytics
and cutting-edge technology like artificial intelligence (AI) and interactive voice response (IVR), contact centres
can effectively address problems, improve customer happiness, and adjust to the ever-changing telecom sector.
Increase your accessibility and let customers connect through their channels of choice using iMedia's Omnichannel Contact Center Solution. Eliminate silos and enable your agents to facilitate meaningful interactions across various channels, such as email, chat, social media, messaging, calls, etc.
Select the deployment option that aligns with your business requirements. Whether it's a versatile selection of private, public, or hybrid cloud environments, or fully remote contact center solutions, you can easily pick any option and enjoy the ability to scale your contact center operations without concern for operational expenses.
To guarantee that your agents access the correct information and maintain the context of every interaction, you require a solution that can seamlessly integrate with an in-house or third-party CRM application. iMedia's contact center solution offers built-in integration features, enabling you to synchronize customer data in real-time and expedite the resolution of customer queries.
Monitor critical key performance indicators such as CSAT score, average handling time, first contact resolution rate, NPS, acquisition cost, repeated queries, etc, to make informed and effective decisions. Utilize comprehensive reports to enable supervisors and managers to assess call quality compliance and agent performance, thereby enhancing business strategies.