Hotlines: Professional customer service due to the Clarity Communication Center

The Clarity Communication Center covers all the needs of hotlines in order to offer high-quality telephone service / Skill-based routing makes it possible for hotline employees to handle customer enquiries according to their skills / The Clarity solution allows switching via keypad and voice entry / Smooth connection of CRM-solutions and Clients through TAPI-gateway

Hotlines are popular instruments to handle customer enquiries via the telephone. For this purpose, companies use either external service providers or run their own help desks.  „But no matter who runs the hotline, it is decisive how fast and professional customer enquiries are answered. The Clarity Communication Center contributes to this. The software-based telecommunication system covers all the needs of hotlines in order to offer high-quality service.

Professional contact person due to skill-based routing
Here, hotline users especially benefit from the ACD module. The ACD module is responsible for the automatic switching of calls. Thereby, incoming calls will be edited after the so called skill-based routing process. That means that the skills of the hotline employees will be considered. Those can be general qualification, experiences with certain customer groups and special product knowledge. The system is able to contain a big number of „skills“. A precise example of use is a hotline which is in charge of several company customers. The system recognizes the number of the customer and switches the call to the corresponding employee. You can set up a VIP-mode for important special customers. These will be connected directly to their contact person. According to Christoph Pfeiffer, due to skill-based routing, the customers get in contact exclusively with the capable hotline employees, which assures the quality of customer communication.

Cross-national hotlines
The skill-based routing process can also be used for running cross-national hotlines. For this purpose, speech skills of employees will be observed in the system. With the telephone number, the Clarity solution recognizes which country the call is coming from and then the Clarity Communication Center puts the call through to the contact person who is able to speak the respective language.

Switching via voice entry and keypad
Hotlines can hark back to the functionality of IVR-DTMF of the Clarity Communication Center in order to answer customer enquiries. This means switching via the simplest speech dialogues and the telephone keypad. Incoming calls, modeled on the skill-based routing process, can thus be pre-qualified and then connected to the adjusted hotline employee.

TAPI-gateway facilitates use of CRM-systems
Hotlines can easily combine consisting applications with the Clarity Communication Center. The TAPI-gateway looks after this. According to Christoph Pfeiffer, you can tie down existing customer relationship solutions to the Clarity Communication Center.

 

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