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Contact Center Solutions

A contact center unified communication solution is a system that integrates various communication channels and technologies to provide a seamless and efficient experience for both customers and agents. This type of solution typically includes features such as:

  • Automatic call distribution (ACD) to route incoming calls to the appropriate agent based on skills or availability
  • Interactive voice response (IVR) to allow customers to self-service and navigate through a menu of options
  • Computer telephony integration (CTI) to link the phone system with the computer system, allowing agents to access customer information while on a call
  • Multichannel support such as email, chat, and social media to handle customer inquiries in the channel of their preference
  • Quality management and recording to monitor and evaluate agent performance
  • Reporting and analytics to gain insights on customer interactions, agent performance, and call volume.

A unified communication solution for contact center also provides integration with CRM systems and other enterprise systems, providing a complete view of the customer and allowing the agent to offer a better service.

The main advantage of contact center unified communication solutions is that it enables businesses to manage customer interactions across multiple channels, improve agent efficiency, and provide a more personalized customer experience. It also allows businesses to handle a higher volume of interactions, while maintaining a high level of service quality.

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https://sourceit.com.sg/collections/ribbon-enterprise-session-border-controllers-solution

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SourceIT Pte Ltd
9 Jalan Lembah Kallang,
#02-01, Singapore 339565
(5 min walk from Bendemeer MRT Exit A)

Elevate your meeting room and personal UC experiences with Video Conferencing Solutions from some of our renowned IT partners such as Microsoft & Zoom. Here in SourceIT, we provide a wide range of Video Conferencing Solutions for all types of Meeting Rooms. 

Feel free to reach out to us if you need more information regards to our products & services.

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