Organisations today are looking to optimise all their communications channels with their customers. Many are looking to make their communications channels into delivery channels. Communication and distribution via multiple communication channels is a complex, two way process, made more complex when it ranges across multiple businesses and locations. Converged has developed a service and software to powerfully and effectively manage the communication element of that process. It enables what we have called an "Organisational Contact Centre™", where any person can service any channel from anywhere.
Customer requests can come in at any time over a number of channels, such as phone, email, web and messaging. It is vital that these be managed as a single, coherent entity and that customer service is tracked and managed rigorously. It is also vital that the communications be routed to the right service agent for the channel, with the required skill, at the right place. The technology to do that over the telephone is quite mature. The technology to do that well in a converged environment, while retaining flexibility and ease of use, is very rare. The Converged service does just that. Converged Communications has integrated these elements into a sophisticated service that extends contact centre functionality geographically, organisationally and across delivery channels™.
The Converged service is:
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Network based, while retaining full business and contact centre functionality. |
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Coherently supports voice, email, SMS, instant messenger and web chat |
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Is fully integrated with your business systems |
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Allows agents to work anywhere there is a broadband IP connection |
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Is fully integrated into the Microsoft™ environment and uses familiar user interfaces |
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Is a completely open, standards based environment that will allow us to customise the application to your evolving needs. This means that the platform will grow and evolve as your business matures. |
Any reasonably sophisticated contact centre requires integration with your IT systems. This means software development. This has been one of the main factors inhibiting adoption of contact centre technology generally, and particularly in mid sized companies. Converged has addressed and solved this problem. We have sourced contact centre software that works out of the box with the applications used by most businesses. It is easy to use and customise to your specific implementation of that software. Our software development partners are all local. And we bring 20 years of experience integrating and implementing converged networks and contact centres. Because of this, our costs are an order of magnitude less than comparable systems. In many cases, we can integrate our services into your IT systems at no additional cost. Of course, this depends on your particular situation.
At Converged, we are basically about using technology to improve your life, not make it harder. We use our extensive experience and capability to take the hassle and expense out of making technology deliver today what others promise tomorrow. And we guarantee to keep doing that.
