Why choosing Fidelity?
Attends and distributes efficiently large numbers of calls with fewer agents.
Improved handling of calls in queue, waiting time, status of agents.
Improved number of attended calls, e-mails, chats and messages received via social networks.
Monitoring of Calls and Results through Real Time Displays and Statistical Reporting Package.
Improved agent time and productivity thanks to built-in multichannel management.
Faster call handling with customized welcome messages and a personalized and smart attention.
Wallboard, Supervisor screen and Reports ModuleDisplay all the relevant information concerning the activity of the call-Center: Queue and Agent Status, Calls Waiting, and Quality of Service. The supervisor screen allows interaction with the software: assign agents and priorities to the different queues, force transfers using drag and drop, chat with an agent, hear or record conversations, and Access the Reports Module which provides full statistics such as calls received, answered, and lost, sorted out per agent, per queue, or for the entire call-center.
Agent Pop-up, Forms and CRM IntegrationThe agent application is used for login and logout, viewing waiting calls, chat with the supervisor or with other agents, and record calls on-demand. The agent pop-up screen may be associated with an interactive form in order to improve interaction with the customers through customized scripts. As an alternative, Fidelity may be integrated with CRM applications to display the customer file on the agent screen.
What else do I get with Fidelity?
CallRecordingRecord interaction with customers. Prevent and resolve disputes
Integration withCRM softwareCRM screen pop-up on the agent's PC. Customer Identification
Post-CallSurveyMonitoring customer satisfaction. Quality of Service evaluation
EmaildistributionCombined management of emails and calls. Resource optimization
ChatModuleNew communication channel via the web
Fidelity Social MediaFacebook and Twitter messages managementIt allows the agent to receive, manage and respond effectively Facebook and Twitter messages (tweets) in the same Contact Center interface.