Contact Centers

Testimonials

The work that we do changes peoples’ lives, and it requires very complex planning that used to be a big drain on resources. Cisco Unified Communications enables us to better manage our complex system of services. The result is that we are spending less time managing tasks and more time ...

Ian Mearns  Deputy Director
Workforce Connection

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Contact Centers

Improve Customer Experiences and Loyalty

Nothing is more important to your organization than your customers. Seamless communication is essential to improving the customer experience and increasing loyalty. An integrated customer collaboration solution with inbound and outbound call management along with email, video and web chat and social media capabilities provides a complete communication solution.

Extend your IP telephony system to include contact center capabiliteis for either formal contact center applications or informal call routing and mangagement. Contact center solutions provide email routing with queue management. More sophisticated web chat, video and social tools are available for managing customer interactions through the web site or social media sites. Campaign outbound dialing features enable agents to handle both inbound and outbound inquiries. If a live-person isn't required, self-service capabilities are available for bill payment, product orders and delivery tracking.

Effective and efficient communication in the customer preferred method will improve the customer experience while improving agent and business productivity.

Contact Center Solutions Provide:

  • Highly configurable call routing including event, skills or volume routing
  • Inbound and outbound call management
  • Web chat, video and social media communication solution
  • Business application/CRM/desktop integration
  • IP telephony and CRM integration
  • Self-serve capabilities

Contact Center Products:

Why AMS.NET?

AMS.NET brings its more than 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.NETís successful deployments