Sitel Intelligent Desktop: Your One-Stop-Shop for A Better Customer Experience - Sitel - ContactCenterWorld.com Blog
How Sitel Intelligent Desktop Helped A Technology Company Streamline Processes, Improve Customer Service, and Increase Resolution
What would your company do if it had the technology to view cross-platform customer interactions, provide real-time solutions, interact with customers through their preferred method, and improve customer satisfaction and experience, all through seamless integration with current systems and technologies?
The future of communications service providers is being defined by the disruption of the established value chains and business models. The trends in the industry offer non-traditional growth prospects and new opportunities that may have not been accessible a few years ago. But unlike any other industries, the communications industry is facing a new global marketplace dynamic in which industries are overlapping and colliding.
When a technology company needed assistance with the above, Sitel was there with a solution. The company delivers internet and network access virtually to any location for consumers, governments, enterprises, and the military. Based in Carlsbad, California, employs over 3,000 people in a number of locations worldwide for technology development, customer service, and network operations. Annual revenues hit $1.1 billion during the most recently completed fiscal year.
With value chains being redefined, the client asked Sitel to: 1) better connect to the new digital consumer, 2) increase customer service relevance, 3) develop and launch innovative solutions to speed and optimize customer relations performance while reducing costs.
Sitel worked closely with the client’s top leadership and its IT and Compliance Dept teams to define the right personal profile, processes and systems required to enable workforce planning and talent management processes. The customer service campaign was organized in 4 key areas:
- Customer service (Inbound voice: complaint management, and product activation)
- Level 1 technical support
- Payment & billing
- Customer retention (for 400,000 consumers)
Additionally, Sitel leveraged its IT and CRM expertise licensing the Sitel Intelligent Desktop. The platform was integrated with the core of the client’s customer service database application with access to client’s internal teams and other client vendors.
Initially planned to track agents notes, generic contact information, manage contact recording and quality listening, the Sitel Intelligent Desktop platform has evolved to allow front line agents to use more comprehensive contact management forms with consistent and accurate data sourced by client’s
CRM. Besides CRM, the integration with other client’s systems (e.g: IVR data base, billing and ticketing systems) enhanced billing, transaction and troubleshooting contact efficiency, reducing issue resolution time and improving the whole customer experience with the brand.
What were the results? CLICK HERE to read our Client Case Study with details on how Sitel Intelligent Desktop exceeded all client expectations, then get in touch with us to begin using this powerful technology.
Publish Date: September 29, 2015 5:00 AM
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