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Contact Center
In today’s highly competitive economy, companies must offer a differentiating experience that positively impacts the customer. Faced with a struggling economy, fierce competition and high customer expectations, understanding and managing customer activity remain a top priority. Issues like customer acquisition, retention and competitive advantage dominate today’s business dialogue. Companies must offer a combination of convenience, sophistication and personal touch that develops and nurtures a long-term, profitable customer relationship. While the call center remains the front line of customer service, it is undergoing a significant transformation into a contact hub, where companies offer various methods and channels of communicating where, when and how the customer desires.
With the volume of customer interactions ever increasing, enterprises have found this task challenging. Many businesses lack the necessary customer information for making effective customer service decisions. As a result, organizations are challenged with silos of information and technology, struggling to integrate the systems and data necessary for a seamless customer experience.
Interaction Management
Notions Systems specializes in helping companies use technology to effectively service customers across multiple communication channels. In the Interaction Management space, we have identified leading platforms that can route, manage, record and report on customer activity across email, web, fax, imaging and CTI systems. Our partnership with Avaya puts Notions at the leading edge of helping businesses address these challenges.
We added Interaction Management capabilities for one of the world’s leading telecommunications manufacturers, one of the world’s largest consumer products companies and several other Global 2000 organizations.
Information Integration
Notions has expertise in integrating multiple data sources into your contact center. This data is often buried in data islands throughout your enterprise. Notions can help you bring systems and information together, allowing your representatives to better service customers with a more complete view of customer history, profile, value or activity.
Mobile/Wireless Enablement
If your strategy necessitates mobile/wireless enablement of information, Notions can build scaleable applications and infrastructures that ensure employees have access to the right information, wherever they are. Making information available for on-the-go executives or service and sales personnel increases employee productivity by expediting problem resolution or helping close business more quickly.
Performance Management
After a business has developed a software prototype, or run a successful pilot, it is immediately put into a production environment. All too often, companies don't know where, or under what circumstances, their infrastructure and/or systems will experience performance issues. Notions Systems can assist in diagnosing and automating the ongoing analysis of systems and infrastructure.
The Benefits Mount Up
Together, Notions Systems helps businesses utilize technology more effectively while facilitating quicker and more effective service resolution, up sell, cross sell opportunities, and improved customer service and contact center performance. Armed with the right information, your representatives will be in an excellent position to delight your customers. Let Notions Systems help you reduce the risk and improve the performance of your contact center solutions.
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