...Linking Possibility to Reality
Capabilites
Internet Suite
This suite of tool allows the interaction between the Contact Center and Internet at the same level as the telephone channel allowing companies to increase the number of tools to interact with their customers, and thus receive multi-channel assistance. It is capable of administering e-mails, chat, web call back, co-browsing, and VoIp.
- E-Mail - Answers inquiries via e-mail in a personalized manner and is compatible with a wide range of mail servers. It sends the incoming e-mail to the most suitable agent, according to the content of the message, in the same way a telephone call does
- Web Call Back - Enables customers visiting a web page to arrange a contact with a Ferotek Call Center agent at their most suitable time. Web Call Back turns the web site of a company into an interactive service site for its customers; thus, giving them great flexibility towards interaction
- Chat - Gives customers the possibility of communicating with Call Center agents via chat sessions; thus, eliminating the inconvenience of disconnecting from the site to communicate with an agent by the telephone line
- Web Call Through (Voip) - Allows Internet users to begin voice communications with Call Center agents through the computer