eContact currently facilitates millions of dynamic, intelligently timed and cost-suppressing multi-channel (IVR, SMS, Email) customer contacts per month for some of the largest, Fortune 500 contact operations in North America. Some of our key features include:
Dynamically ratchet up the volume of automated customer contacts to deliver within the highest probability contact windows to further maximize customer contact and action rates.
Align outbound customer contact volumes to the level of customer support resources on hand, based on historical transfer rates and underlying service conditions.
Incorporate individual channel preferences, customer status, and other customer variables to personalize the timing, message content, and frequency of customer contact attempts.
Incorporate in-call transfer options to route customers to specific service representatives or to dynamically prioritize them in support call queues.
Adjust message content dynamically to accommodate the growing multitude of language diversity representative in today’s service provider markets.
Innovative customer contact management technologies hardened over 20+ years of front-line customer contact program experience in large-scale, nation-wide Fortune 500 service management at nation-wide, Fortune 500 service operations.
SkyCreek offers an established reputation for developing fully customized customer contact solutions. Our expert contact management veterans and services teams routinely integrate contact functions into operational management systems (WFM, Billing, CRM, AMS, etc) and deliver custom, scalable, cost-effective customer contact solutions.
Contact us for a demo of any of SkyCreek’s multi-channel customer contact technologies