Integrated Contact Solutions Framework
Multi-Channel Self Service
In most industries, the Web has become a key channel for customer interactions. Whether for financial transactions, online shopping, order entry, claims processing, shipment status, Online Collaboration, Web Chat, or eMail request submission, providing effective Web Applications is a competitive advantage. Similarly, Interactive Voice Response (IVR) and Speech Recognition solutions, when properly designed, have become widely accepted for enabling interactions with customers, members, providers, supply chain partners, field service workers, field sales, and others.
eLoyalty has in-depth experience in all of the above areas. We have been pioneers in deploying best-in-class IVR and web self-service solutions since 1996. Our web applications experience includes: Internet business applications and portals; Web Collaboration and eMail Routing integrated into Contact Centers. Our IVR and Speech Solutions experience includes: Voice User Interface (VUI) Design; Call Flow and Grammar Design; IVR Platform Installation; and multi-form Testing and Tuning.
Intelligent Routing
Once a customer opts out of self-service to speak to a live call center agent, best practice is to retain knowledge of the information the customer provided during their web or IVR session, and to factor in the purpose of the call and other important data in making the proper routing decision. This data includes: skills and availability of the agents, current call volumes and routing load, and critical information about the customer ranging from their value, their past interaction history, to even their personality! It is also best practice to be able to route callers effectively across your entire enterprise -- something we call 'Enterprise Call Pathing'. Calls should be able to be routed across call centers, branches, stores, field offices, third-party trading partners, and so forth, all while retaining call control.
eLoyalty has in-depth experience in the most advanced intelligent routing solutions, including call flow design with extensive failover scenarios, intelligent customer treatment services, and the technical scripting and data integration skills to enable best-in-class intelligent routing solutions.
Live Agent Interactions and Unified Communications
Best practice for Call Center Agents is to enable them with an effective 'screen pop' of key information and an integrated desktop that makes it easy to find the information they need, or perform the transactions the customer is calling about. If the Agent needs help, they should be able to identify colleagues anywhere in the enterprise who are available, have the proper skills to assist, and who can collaborate with the Agent and the Customer real-time as needed. 'Outbound' Agents should be enabled with an effective dialer solution, backed by campaign and list management capabilities.
eLoyalty has been developing high performance, CTI-enabled, Integrated Agent Desktop Applications since 1990. Solutions range from basic Softphone functionality and simple screen pop into a dialog box, to advanced workflow synchronization with legacy business systems.
Reporting and Analytics
Continuous improvement in customer experience performance and internal operations efficiency requires effective reporting and analytics. Reporting should produce both historical and real-time views of customer interaction data, considering the call center, IVR and web channels. Analytics should mine the rich qualitative and quantitative content contained in these customer interactions to determine insights your business can take action on to improve performance.
eLoyalty has been implementing advanced reporting and dashboard solutions for multi-channel contact centers for years. We also offer an unparalleled Behavioral Analytics managed service that uniquely and continuously improves customer service, sales and collections business performance.
Enterprise Operations Command and Control
Management of multi-site call centers requires the ability to monitor call allocations and service level adherence, and to easily make adjustments in call routing logic to more effectively distribute calls without IT involvement.
eLoyalty's Enterprise Command Center Solution (ECCS) provides an easy-to-use graphical user interface that empowers call center operations management to monitor performance and make adjustments as needed.
Technical Monitoring and Support
The multi-vendor environment and complex technologies within Contact Centers requires intelligent proactive monitoring and support operations to enable optimal performance. Maintenance and support challenges require highly specialized personnel with multiple years of experience to quickly diagnose root cause and resolve problems.
eLoyalty Contact Center Managed Services (CCMS) provides 24 x 7 real-time intelligent monitoring, break/fix support, extended application services, and a Single Point of Contact for your entire contact center architecture. We also provide our unique 'Operate and Run' managed services for clients who wish to out-task some or all of their applications, administration, and systems support services.
Infrastructure Performance and Availability
Voice over IP (VoIP) networks including properly configured gateways, routers and application servers are at the core of enabling all of the above capabilities.
eLoyalty works with Cisco Systems as the world-leader in VoIP Networking to design high performance, high availability infrastructure solutions that scale to meet our customer's needs, and support the disaster recovery requirements that are critical to business continuity.