Pipkins is now expanding upon their trusted WFM solution with complimentary Customer Experience Cloud Solutions, namely, Pipkins CCAAS – CONTACT CENTER AS A SERVICE which includes:
Interactive Voice Response (IVR) is an automated telephony system that interacts with callers and gathers information.
Omnichannel Queue Management Platform – Businesses that maintain contact centers have been encouraged to add an increasing number of channels through which customers can interact with the business, including email, chat, SMS, and social media. Omnichannel contact centers solutions can offer your customers the same experience across all channels, while providing your customer service agent a simpler interface and richer set of data.
Skills-Based Automatic Contact Distribution (ACD) – Getting the right contact to the best skilled agent.
Computer Telephony Integration (CTI)
–Call Routing – The automatic routing of calls to a new destination based on criteria normally involving a database lookup of the caller’s number (ANI) or number dialed (DNIS)
–Screen Popping – Call information display (caller’s ANI or DNIS), and screen pop on answer, with or without using calling line data. This is generally used to search a business application for the caller’s details.
–Advanced call reporting functions – Using the detailed data that comes from CTI to provide better-than-normal call reporting.
Quality Management – Evaluate calls and interactions with fully customizable forms and scoring methods. Calibrate, Arbitrate, and Coaching coming soon.