Gain efficiency and reduce costs by integrating your contact center with Microsoft Skype for Business (Microsoft Lync)

Manage all your communications from a full featured, contact center solution native to Microsoft Skype for Business

Contact centers with Microsoft Skype for Business can benefit from a cost-effective solution that synchronizes agent status with Lync presence and leverages collaboration capabilities that increase agent productivity and first-line resolution.

Quovim C3 has partnered with Geomant to provide their Contact Expert solution for call centers using Skype for Business:

Automatic Call Distribution (ACD)

With the ACD engine, all customer interactions are routed by business rules, ensuring optimal agent productivity and managed customer service.

Inbound or outbound, Contact Expert supports multiple routing strategies (skills-based, most/least idle agent, preferred agent for call backs, priority queues,…) to automatically distribute requests to agents.

Cross-Channel Integration

Geomant’s Contact Expert provides complete and unified cross-channel integration enabling agents to manage all interactions (voice, email, inbound SMS, automated outbound SMS campaigns, web and proactive chat) from a single interface. Leverage the full value of Microsoft Lync/Skype for Business’s rich collaborative tools to resolve issues and optimise the customer experience.

Queue Management, Blending, and Automated In-Queue Call-Back

Contact Expert supports agent blending, maximizing agent utilisation at all times by allowing agents to work on outbound tasks when inbound call volumes are low.

Suffering from lost calls? The automated in-queue call-back dramatically reduces lost calls by offering callers the option for a call-back request, rather than waiting in queue. Abandoned calls are recognised, stored and scheduled for automatic call-back.

Customer Self-Service/IVR

Contact Expert’s customer self-service IVR, gives control back to the customer. Callers listen and self-select by pressing the appropriate option number.

Comprehensive messaging strategies can be defined so that messaging can be delivered at key stages of the customer interaction. For advanced functionality, Geomant also offers a graphical IVR interface providing sophisticated IVR scripting tools.

Call Recording, Call Monitoring and Coaching

Contact Expert provides rules-based and on-demand call recording for compliance, training and quality assurance.

Call recording metadata is fully integrated with the contact history allowing supervisors to see recorded conversations, play/download files directly from the call report. Supervisors can also listen to on-going interactions for call monitoring and coaching purposes.

Real-Time & Historic Reporting

With Contact Expert’s comprehensive real-time and historic reporting tool, contact centers can measure and optimize service levels and agent productivity.

Monitor agent activity, wait times, agent status and details of currently connected calls. Get detailed information on agent utilisation, service level fulfilment, call outcomes, queuing time and other contact centre KPIs.

Better Collaboration is just a click away

Find out how Quovim C3 can transform your customer interactions with a Geomant Contact Expert
integrated contact center solution for Microsoft Skype for Business