Now we start to play with the big boys! Cytrack is definitely the most powerful call centre software we have seen on the market to date for the SME market. Cytrack paired with an Avaya IP Office telephone system will definitely give you the edge over your competitors, leaving them in your wake as they struggle along on their antiquated call centre phone systems. Cytrack has all the features that we have described up to this point (see part one, two and three of this blog), with the following mind-blowing additions that will have your call centre at the forefront of today’s customer service demands. You can add to your Cytrack suite one or all of the below:
- Email queuing – today your clients are just as likely to email as they are to call you. Emails to your customer service and/or sales email addresses, or any of your email addresses really, can be queued to be answered in the same queue as your customer service and/or sales queues. Email queuing ensures your emails are responded to with the same efficiency as your calls are within your contact centre.
- Fax queuing – literally the same concept as email queuing, have your faxes received and responded to in the same queues as your calls and emails by your call centre agents.
- Social Media Queuing – the buzz word for our time, Social Media. Everyone wants to have their social media working for them, but how? Well, if your company doesn’t have a Facebook page, Twitter account and/or Google Plus account, you’re already behind your competitors who do. With Cytrack complimenting your Avaya IP Office phone system, you can take your social media interaction with your clients to the next level. A client or prospect leaves a query or complaint on the wall of your corporate Facebook page, Twitter feed or Google Plus page? Each form of social media interaction can be queued to your contact centre agents so that they can respond within minutes, leaving your clients and prospects who interact with you via social media extremely impressed with the level of customer service they receive. With social media integration, you have moved from an old-school call centre to a modern, cutting edge contact centre!
- Web Chat – have you noticed on larger company websites the ability to “chat” to a customer service representative online rather than call? Well, Cytrack and Avaya IP Office can do that too!
Using a suite like Cytrack with the Avaya IP Office telephone system truly transforms your call centre into a contact centre, as it gives you the ability to make contact with your clients (or for them to contact you) in other ways than just a phone call. Cytrack is a product that you can invest in and it will give you the edge over your competition – it will take your business and call centre to the next level!
The Avaya IP Office is the phone system of choice for your call / contact centre. Whether you have 3 or 300 agents, we at Com2 Communications can provide you with a quality call / contact centre phone system to suit both your needs and budget. Contact us on 1300 887 495 and to discuss the right phone system and call centre suite to take your business forward!
Click here for part 2 – Avaya IP Office Phone System, Powering Your Contact Centre Customer Service
