Amcat Telecommunications Customer Contact Solution

Improved Customer Interactions

Superior Customer Service is the key to acquiring new telecommunications customers and retaining the loyalty of existing customers. Your call center needs the ability to provide efficient courteous customer service and to quickly identify and resolve any customer issues. Amcat’s low cost feature-rich communications solution provides for complete integration of inbound and outbound customer contacts. The Amcat solution enhances CRM for all telecom companies including long distance and local carriers, cable companies, media-entertainment companies.

Improved Telecommunications Marketing and Sales

• Fast and easy program sign-ups for new and existing customers.
• Improve cross-sell and up-sell opportunities by providing reps with information about special offers or marketing promotions.
• Real-time database searches for program specials.
• CTI Screen pops on customer account including payment history.
• Quick edits – additions to database customer information.
• Software integration with credit card services for fast and easy sales authorizations, voids, or credits.

Multi-channel Customer Communications

Amcat’s unified software system provides multi-channel customer contact channels, both inbound and outbound. Telecom call centers that utilize advanced multi-channel systems are better equipped to: provide superior customer service, quickly resolve customer support  issues, improve marketing and sales, and increase customer retention. Customer contact channels include phone, fax, web, ecommerce website, text-SMS, and email.

• Blended Inbound Outbound Contact
• Email: Includes blended inbound and outbound email capabilities. Inbound emails are handled in a similar manner to inbound voice calls.
• Web call back: Allows Internet users to quickly receive a call back from a live representative.
• FAX: Provides reps with the ability to FAX from their desktop to the client during the interaction for product follow-up, program information, etc. 

First Call Resolution Increases Revenues- Decreases Costs

First call resolution and increased customer satisfaction is the ultimate goal for all contact centers. As customer satisfaction ratings increase, the need for customer call backs declines, resulting in decreased contact center costs. Amcat systems make possible first call resolution for billing and service issues:

• CTI Screen Pops provide real-time customer data so that reps have immediate access to all of the customer’s information. 
• Information about special offerings or product promotions increase up-sell and cross-sell opportunities.
• Integrated Self Service IVR-ACD provides information to the caller and routes their call to the appropriate department and agent.
• Comprehensive management reports help improve workforce performance.

Telecommunications Contact Center Solutions

Amcat provides your reps the tools needed to excel at marketing and implement service that delights your customers.  We enable telecommunication businesses to manage contacts, information flow, and workforces more effectively and profitably in a single, unified software solution with visible benefits:

• Advanced Management Tools for improved decision making
• More Efficient Contact Management
• Enhanced CRM
• Improved Call Center Performance: higher revenues, lower costs