Company profile

 

Give agents the skills to help your customers

from Vodafone-Central

 

WORKING in partnership with clients, Vodafone’s Unified Communications Group provides innovative solutions that encompass infrastructure, application delivery and services.

These extend beyond supply and services to incorporate assisting customers in defining their communication strategies; and designing, customising, building and implementing effective solutions that address key business and technology issues, delivering real business benefits.

We can provide a contact centre solution that will provide agents with the expertise of knowledge workers anywhere in your enterprise, helping you deliver an improved customer experience — not just by providing faster response times, but also by providing the right response from the right person the very first time.

Our integrated suite of multimedia applications and communication tools is designed to seamlessly enable a higher level of real-time collaboration and interaction between your contact centre agents and the knowledge workers in your enterprise — anywhere they happen to be.

We can help you to transform your call centres into true contact centres by seamlessly blending IP and traditional voice technologies over your existing communications infrastructure: email, web chat, voice calls and voice mail consolidated into virtual queues at an agent’s desktop.

Our solutions help facilitate the rapid deployment of new applications, improve customer service across your distributed operations, and support the flexible working requirements of your staff, skilled employees, irrespective of their actual location, can form part of a virtual network of experts, set up to optimise customer service.

Return on investment is easier to provide by deploying one network and one infrastructure, using economies of scale to reduce investment and management costs.  We can also offer a range of hosted solutions, which remove the constraints of capital expenditure and provide operational flexibility and agility.

Cost savings can be realised as IP telephony systems have a single voice infrastructure across multiple sites for voice and data, which are easier to manage, control and change in line with changing requirements.  Operational costs are reduced by significant savings in telephone call costs between locations and to/from mobile employees.

Speech enables organisations to automate many transactions that formerly required live employee assistance.  Web self-service applications; customer enquiries, help desk password resets, product support questions, inventory or account balances checks, or outbound service notifications are examples of a few services better served via speech.

Speech recognition allows computers to recognise natural human conversation and translate it into text or actions based on flow of the call.  Text-to-speech technology allows the computer to translate information back to words spoken in the language for which the application was designed.  Unlike touch-tone based services, speech recognition can handle more sophisticated tasks and requests based on the application design.  Instead of extensive menu trees, callers use the power of their own voice to more easily make requests or complete transactions in a user friendly and intuitive way.