Improve the quality and efficiency of every customer interaction.

Your contact center is often the first experience prospects and customers have of your business, but delivering a consistently high level of service regardless of when or how they contact you is always a challenge.  Most contact centers struggle to balance customer expectations with the resources available to them.  Unified Communications for Business (UCB) gives contact centers the tools they need to perform this difficult juggling act.UCB allows contact centers to control the delivery of every contact, regardless of media type, which means that faxes, emails, SMS messages, chats and requests generated from the web are treated with the same care as phone calls.

UCB lets you maximize agent utilization by blending inbound and outbound call handling or redirecting repetitive requests to an integrated IVR.  Manage peak times without compromising on service quality by routing contacts to backup agents or offering callers the option to be called back rather than wait in the queue.

What ECI Can Provide

• A powerful, fully-integrated systems to address your contact center’s communication needs

• Reduce abandonment by playing customized announcements to callers or advising them of their position in the queue

• Eliminate the frustration created by long wait times; offer callers the option to receive a call back without losing their position in the queue

• Increase revenues through the use of outbound campaigns or blend inbound and outbound calling to improve agent utilization

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