Customer Interaction

Empowered To deliver outstanding customer service, efficiently and cost effectively

In this increasingly demanding business climate, it is more important than ever to find new ways to distinguish your organisation from the rest. Meeting and exceeding the pressures to deliver ever higher levels of service (balanced against driving greater operational efficiencies), provides the perfect opportunity to realise this.

Call it what you will - the call center, interaction center, the 800 number, the service function – the contact center is a critical area where your customer’s experience and attitude towards your organization is developed. Historically limited to agents and phones, the modern contact center manages a wide array of critical customer interactions including voice, e-mail, online interaction, self-service assistance, and collaboration.

Eliminate customer service boundaries

With over twenty years experience, and in just the last year, over 1,800 Contact Center solutions sold globally, Siemens has developed a wealth of know-how and expertise in contact center technology and CRM integration.

From consultation, design and testing to multi-vendor integration, implementation, maintenance and management, Siemens Enterprise Communications delivers secure, results focused, end to end solutions which improve business performance and increase the productivity of your workforce.

Complemented with best of breed technology from established partnerships, Siemens comprehensive portfolio of Contact Centre Solutions and Services can transform your customer interactions into a competitive advantage whilst at the same time maximising the value of your investment.

We can work with you to develop the right strategy for your organisation, delivering a solution that drives:

• Improved Customer Satisfaction - driven by greater first-contact resolution of calls, shorter call handling times, improved overall customer service and a reduction in abandoned calls.
• Reduced Operating Costs - through first contact resolution enabling lower overall call volumes.
• Improved Productivity - through the use of powerful agent and management desktop tools, and optimised utilisation of agents
• New Revenue Opportunities - through greater customer insight ,allowing you to be more responsive to customer needs, predict buying trends, reduce churn and more effectively up/cross-selling
• Improved Agent Retention - through having highly useable and visual end user interfaces, providing the tools agents need to do their job well
• Lower Implementation Costs - ensured by easy installation and integration options as well as easy maintenance for growth and evolution

We have a range of HiPath ProCenter contact center solutions and complementary CI Services to suit every type and size of organisation.

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Find out more about Customer Interaction and how it could benefit your business.