Solutions

Solutions

Intelligent Call Center Management

ThinkingSuite provides comprehensive call center communications with integrated management applications.

 

Thinking Phone Networks’ ThinkingSuite platform unifies customer communications and management on a common platform to provide businesses the tools they need to run enterprise-class call centers.

ThinkingSuite-delivered call center management solutions give companies the ability to:

Consolidate and extend call center services

  • Use the ThinkingCallCenter application to removes artificial geographic boundaries imposed by traditional technology.
  • Gain efficiencies by centralizing call center services that serve multiple offices, locations, or geographies.
  • Extend call center agent participation to remote agents and even work-at-home agents enabling geographic redundancy and alternate business models.

Improve customer satisfaction

  • Enable multiple communications paths – voice, instant messaging, email and Web-based interactions – so you can offer multiple ways for customers to reach you and you to serve them.
  • Integrate intelligently-routed based auto-attendant logic, ACD functionality, presence information, agent skills, and availability which assures customers are always reaching the right agents.

    • Increase agent efficiency

  • Integrate an enterprise-class trouble ticketing capability with the ThinkingSuite communications platform to allow:
  • Individual ticket IDs for each unique customer request.
  • Ability to track tickets through defined state to resolution.
  • Delivery of inbound communications screen pops which automatically pull relevant customer information and improve response time.
  • Automatically incorporating new information into the ticket reducing manual operations.

    • Improve management decisions

  • Combine communications and support data in a common business intelligence environment.
  • Integrate reporting and analytics functions available in the ThinkingSuite platform to allow managers complete visibility into support activity, customer communications, account status, agent workload, agent effectiveness, and more.
  • Aggregate and summarize data into key performance indicators (KPIs) which can be used to make business decisions.

    • Customize and integrate with other systems by

  • Use built-in tools, Web services APIs, client side event hooks, and ETL data integration.
  • Integrate ThinkingSuite with existing systems and services to streamline operational processes.