Did you hear the latest news about two companies that have increased their customer service response times? That is what Austar, a leading subscription television provider in Australia, processing more than 2.4 million customer interactions annually and global BPO firm TeleTech have done and have realized significant productivity increases, reduced costs and improved customer care.
They did all this by deploying Cisco Contact Center collaboration solutions. Using Cisco® technology, AUSTAR reduced its costs by 11 percent and has increased its self-service transactions by more than 300 percent. TeleTech has improved delivery capabilities for both inbound and outbound services, decreased the average handle time for some of its largest clients, reduced contact center telecommunication costs and reduced launch time for new contact center associates from 45 days to 14 days.
Cisco Unified Contact Center Enterprise allows companies to integrate inbound and outbound voice applications with Internet applications such as real-time chat, Web collaboration and e-mail. This integration enables agents to support multiple interactions and to access client information, improving customer service and reducing contact center costs. Cisco Unified Customer Voice Portal combines open-standards support for speech with intelligent application development and industry-leading call control to deliver personalized self-service to callers, either as a stand-alone interactive voice response system or one that is integrated with a contact center.