Inbound and Outbound Call Center Solutions
Overview
Net Fusion provides US-based call center services built on top of our Always Open Help DeskSM. We believe that the key to an effective call center
is to use the best personnel, not the cheapest. Every member of our call center has instant access to our technical team for maximum problem resolution in the least amount of time.
Inbound Contact Center (ICC) Solutions
Net Fusion provides a 24x7x365 Inbound Contact Center to receive customer correspondence and provide Level 1 support. The ICC is a critical front-end communication mechanism to ensure quality customer
care and proper service.
The ICC can be accessed by your clients and users through a variety of methods.
- Phone (unique 800 number available)
- E-mail (unique e-mail address provided)
- Web portal (web-based interface)
The ICC is highly automated to allow for flexible scalability, ticket tracking/auditing, and comprehensive reporting capability. Net Fusion is able to fully customize the ICC to meet a particular client’s
needs, while still maintaining solid process and procedure, critical for delivering quality service.
Outbound Contact Center (OCC) Solutions
Net Fusion provides a 24x7x365 Outbound Contact Center which provides services for Telemarketing Campaigns, Customer Satisfaction Surveys, Third Party Verification, and more.
Outbound Telemarketing Solutions
Net Fusion will contact your clients to ensure they are enjoying your product or service and to see if they have any questions, concerns or suggestions. Our outbound agents will notify customers about
hot deals correlated to their interests or about critical information like software bugs that show that you are looking out for them. When clients are on the line is a perfect opportunity for cross-selling
or up-selling telemarketing targeted offers.
Our Outbound Contact Center Services can support Product Registrations, Customer Acquisition and Retention Campaigns, Database Enhancement and Management, Customer Service, Verification and any additional
services that would benefit by being administered by professional agents.
Process and Infrastructure you can Trust
Net Fusion's Contact Center Services infrastructure is colocated within redundant SAS 70 certified data centers: i/o Data Centers and Phoenix NAP. Net Fusion operates 24x7x365 NOCs (Network Operations Centers) within these facilities as well to ensure that our systems are always operating at maximum efficiency
and with maximum uptime for our clients.
|
Technical Capabilities
|
|
IVR - Interactive Voice Response allows your clients to interact with a company's host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following
the IVR dialogue.
|
|
|
Outbound IVR capabilities designed to deliver automated, IVR-based outbound communications to your prospects and clients. You can utilize our outbound IVR for applications such as appointment reminders
and emergency announcements. Outbound IVR also supports CPA (Call Progress Analysis) to automatically detect voice answer, answering machine, fax/modem, busy and reorder tones.
|
|
|
IVR for both Automated-Attendant and self-service applications
|
|
|
Call recording
|
|
|
Sophisticated call routing designed for maximum resolution
|
|
|
ACD - Automatic call distributor features including conditional routing, call-in-queue and expected-wait-time messages
|
|
|
Integration with browser-based applications such as Salesforce.com
|
|
|
Blended agent email
|
|
|
Client database integration via our data practice
|
|
|
Application integration via our software development practice
|
|
|
Real-time and historical reporting
|
|
|
Ability to process customer phone-keypad presses through dual tone multifrequency (DTMF) processing to make routing decisions or to present a screen pop to the agent
|
|
|
Custom call treatment
|
|