Vodafone's Skype for Business-enabled Contact Centre
Vodafone has delivered a large global insurance company with an integrated cloud contact centre providing consumers with multi-channel access. Now customers get a choice in how they access their insurance provider. Not only that, but they get an enhanced service from agents with great tools at their fingertips.
Combining cloud based Contact Centres with hosted Skype for Business, agents in the front office have direct access to experts in the back office. This enables them to get information fast and to speed up First Customer Resolution.
Through self-service capabilities, consumers can often fix their own issues, and when they need help, they get access to well-resourced agents.
Hosted Skype for Business provides increased robustness over public cloud versions having built in a high availability environment with multiple points of network access. Working from almost anywhere, agents get access to experts by checking their availability with presence. Any issue requiring more assistance can be addressed from the inbuilt Knowledge Base. Sometimes, however, agents need more help. By using Instant Messaging they can access experts deep within the business.
Vodafone has more than 4.3 million Unified Communications users in the cloud, and over 250,000 configured call centre agents. The company has 20 years of experience at hosting and managing call centres for enterprises and government departments and helping to integrate and migrate customers on their digital journey.
For more on Vodafone Contact Centres please see here