OpenScape Contact Centre Voice Portal

First impressions are important, every time. So, whether it’s a current customer or a prospect, your call centre needs to deliver the best possible customer service from the first hello, even when you have an automated service greeting.

While most customers are happy to deal with a self-service menu, they also expect that their query will be resolved more quickly and easily and that if an agent is needed, they are readily available. When these expectations are not met,  customers become frustrated and they are more likely to take their business elsewhere.

With OpenScape Contact Centre Voice Portal software from Siemens Enterprise Communications you can ensure that you create a positive customer experience,  agent productivity is optimized and customers’ enquiries are dealt with in one call.

Enhanced customer service, reduced costs

OpenScape Contact Centre Voice Portal is an advanced software-only, open, standards-based solution that brings internet technologies to the world of voice.

Now you can offer the convenience of touchtone and speech-enabled services to automate some of your customer interactions – making it faster and easier for them  to do business with you.  Allowing you to focus on winning business and reducing overall customer service costs.

With OpenScape Contact Centre Voice Portal you can:

• Drive first contact resolution by automating routine tasks, and freeing up agents to deal with more complex issues, and utilize opportunities to up sell.
• Improve customer interactions by passing self-service calls seamlessly to agents when required.
• Deploy easily, with pre-built contact centre integration and expert help and support available.
• Create a virtual contact centre with self-service options, and specific agents available wherever and whenever customers need them.
  

A powerful communication tool

With OpenScape Contact Centre Voice Portal the telephone becomes a powerful, communication tool for your customers, who can access the information they need anytime, anywhere.

Because it removes the constraints of costly legacy IVR systems, offering flexible deployment options, open standards-based development and simplified integration you can offer your customer more options and deliver a higher level of service.

Always on call

OpenScape Contact Centre Voice Portal redefines how contact centres operate.

With self-service resources deployed as virtual extensions of contact centre staff – collecting basic call and customer interaction information - it is possible to take calls, and do business, 24/7.

And if a caller’s needs cannot be fully addressed through the automated system, they can be seamlessly passed – along with the call information – to the relevant agent.

Satisfaction guaranteed

With OpenScape Contact Centre Voice Portal at the front of your contact centre, you can offer a more personalized customer experience, solve customers’ enquiries faster and in one call and increase customer satisfaction.

OpenScape Contact Centre Voice Portal
Watch our video to find out how the OpenScape Contact Centre Voice Portal can help your business.