Solutions

Enhance call management, improve operational efficiency and increase customer satisfaction.

A part of a total Unified Communications solution, Contact Center streamlines communications, improves processes and increases customer satisfaction by making it easier for customers to reach you. Whether you have a formal call center or want to integrate call center functionality to improve your customer service, customer loyalty and sales, AMS.NET provides a robust, single platform, simplified solution to call management.

Contact Center solutions provide intelligent skill-based call routing that improves operations by routing calls to the appropriate attendant. Separate invoicing questions from sales calls or route calls based on the level of technical knowledge needed. Because calls are directed to the appropriate agent, smaller organizations are able to handle larger volumes of calls and the solution easily scales as they grow. Larger organizations improve call efficiency with the ability to change procedures real-time and route callers to a different contact center location whether it is a different branch or remote agent.

Integration with business applications along with email, chat and video capabilities provides a more unified, collaborative approach to customer service. With customer relationship management application (CRM) integration, agents have immediate access to a callers account information and history to more effectively and efficiently handle the call. Integration also streamlines processes as it eliminates the need to switch back and forth among applications.

Operations and customer service are also improved with workforce and quality management tools. Supervisors can manage the contact center more effectively with access to real-time statistics and the ability to enter into calls and intercept or record when necessary. Supervisors have the tools necessary to effectively manage the team performance and keep the contact center processes aligned with the organizations business objectives.

Contact Center solutions provide:

• A single-server, integrated call management solution
• Skill-based routing to individual and/or general queues
• Email/chat/video capabilities
• Business application/CRM/desktop integration
• Outbound dialing capabilities
• Unified dial plan between locations
• Improved agent management including remote capabilities
• Real-time and historical call reporting to monitor performance and adjust staffing
• Reduced call abandon rates
• Self-service features
• Easy-to-use administration features
• Customer call examples for best-practices training
• Recording and evaluation tools for performance optimization and dispute resolution

Contact Center Products:

• Cisco Unified Contact Center Express
• Cisco Unified Mobile Agent

Why AMS.NET?

AMS.NET brings its two decades of experience to each and every Unified Communications and Call Center implementation large or small. AMS.NET recently designed and deployed a revolutionary comprehensive call center at a local government agency. After performing a thorough discovery and interview with the customer to determine existing technology and goals, we implemented a contact center that included wall boards for quick call evaluation, workforce management tools to manage resources and minimize call wait times and quality management tools for agent evaluation and training purposes. The deployment was a success and the organization has realized improved call processes and reduced wait times which improved customer service and loyalty. Read more about AMS.NET’s successful deployments