Skype for Business is a powerful unified communications tool, but can it run a world-class contact center?
For the simplest of needs, Skype/Lync has “response groups” where you can group similarly skilled agents together, and route specifically called inbound numbers to a group of agents. It’s like a hunt group, and agents who are “available” get calls to their desktop/handset. Agents who are “busy” or “in a call” don’t get bothered. This is widely implemented for IT Help Desks, and for simple call centers as well. Check out how Harbor One Bank below greatly increased their client satisfaction as well as streamlined communications below:
Enghouse Interactive HarborOne Case Study from Enghouse Interactive on Vimeo.
For more advanced requirements we have found Enghouse to be the best contact center solution.
Enghouse Interactive’s Contact Center for Skype for Business intelligently manages all contact media types – phone calls, voice messages, email, SMS, web chat, social media and now video – in a single, fully integrated solution. For customers it means quicker response times, and for you it results in lower operational costs and exceptional gains in efficiency.
There can be huge inefficiencies sunk into resolving customer service issues. But if your institution has Skype for Business (or Lync) deployed, you already have most of the infrastructure you need to make massive improvements.
Skype for Business unlocks the expertise in your organization by interconnecting departments with presence and IM, video and voice, making it easier to communicate and collaborate. With response groups in Skype for Business, you can add basic call routing to groups of users offering a basic level of support.
What do you do when response groups aren’t enough? Like our many clients, you can use Enghouse Communication Center to add intelligent routing and queuing to Skype for Business in order to reimagine traditional customer service models. With presence and IM enabled via Skype for Business, you can deploy a collaborative contact center that unlocks the expertise within your organization.
For example, a leading online university deployed a collaborative contact center solution to cut a process that took 9.3 days on average to just 15 minutes. Call center agents couldn’t have access to financial aid information, and financial aid personnel couldn’t be tied up on the phones all day. But with a collaborative contact center solution, the sensitive data stayed in the right hands and the agents could do what they do best: customer service. The key – unlocking the expertise of the financial aid office by connecting the call center to them via IM.
Want to dramatically cut your response time?
Client case study: Improvement in average resolution time for incoming student financial aid questions for a prominent University.