Your customer experience has never been so important.
More than ever, that experience is shaped and delivered through digital interactions. While the majority of customer communications are still voice-based, consumers now rely more heavily on digital methods, such as email, SMS, web chat, and social media. They expect the flexibility to interact through the medium of their choice, wherever they are. And, they expect to be able to switch between one medium and another while they are on the move.
What’s more, today’s customer experience must go beyond customer-initiated interactions to deliver proactive contact, empower customers with self-service capabilities, and even leverage the power of machine-to-machine interactions via the Internet of Things (IoT).
Whether or not your business has a traditional contact center, your customer touchpoints should be equipped to deliver informed and personalized interactions with your clients and prospects. And, equally as important, your business should have the agility to respond to changing requirements on the fly.
How AmeriTel can help
From connecting customers to the right person, on the first try, every time to managing your workforce and monitoring quality of service, the right technology can transform your customer experience from dated to digital. AmeriTel offers solutions, services, and expertise to support your customer experience strategy every step of the way.
MiContact Center Enterprise (formerly known as MiContact Center Solidus) provides a powerful toolbox of applications to transform dated, voice-only call centers into two-way, multi-channel interaction hubs routing voice, email, chat, SMS and social media. Equipped with preview, power and progressive dialers, MiContact Center Enterprise provides a platform for proactive customer engagement to increase customer loyalty and discover new revenue opportunities. With easy-to-use historical and real-time reporting and analytics tools, managing the quality of your customer experience has never been so easy.
- Single software stream offering seamless growth, feature extension and deployment flexibility. Lower operational overhead through installation, administration and lifecycle management. Plus, enjoy the flexibility of choice: on premises, virtualized, hybrid or cloud (with native multi-tenanting).
- Support for up to 15,000 concurrent agents under a resilient environment. Expansion options include a unique ability to aggregate multiple systems under a network operation center (NOC) style management solution for large-scale, dispersed deployments.
- Integrated unified and collaboration communication (UCC) with email, chat, SMS, instant messaging, social media, desktop sharing, presence, directory search and knowledgebase for FAQ. Full mobility support allows agents and supervisors to work anywhere, anytime.
- Open architecture with flexible open APIs (Soap, VXML, ODBC) and toolkits for 3rd party integration (WFM, CRM, etc) to deliver true business process efficiency. Open Media API provides prioritized routing and IVR control, queueing and reporting of any external media type.