We share our experience.

Our company consists of a group of specialists possessing extensive knowledge of communication and information technologies, telecommunications and current needs and trends on the market. We follow innovative solutions and analyse end-users’ opinions about voice solutions . We pay attention to the solutions that supplement functionality of voice platform, enhance its value and provide new possibilities to our customers. We are aware that the choice of professional tool supporting customer service, generating direct profits and influencing value and image of the company is a great challenge.

Call Center …yes, but not definitely...

We always try to advise our customers  already at the stage of a concept to establish a call center and defining parameters that will influence the scale and configuration a the solution. In modern enterprises decisions shall be dictated by business reasons.  Implementation of contact center system is also an important decision that should not be dictated be general trends on the market or fashion. Prior to taking up a decision regarding deployment of customer service over the phone all aspects related to establishing a new organizational unit within the company should be first well thought over.  It should be taken into consideration whether we are ready to establish a new department, which means both additional financial outlays , employment of additional stuff and introducing procedures  in order to position a new department within the company.  It is very important to avoid situation when customer service departments are „brushed off” and left without support and appropriate position within the company’s structure. Having full range of alfa Contact Center products and functionalities to choose from we  are able to advise our customers  about optimal solution for them – deployment of complete  contact center system supporting CTI link of telephone exchange, implementation of  alfa IVR platform with option to transfer calls to agents, or something in between – a solution where  contact center system communicates with the telephone exchange exclusively via E1 trunk securing correct operation of the system.

The devil’s in the detail.

We focused on universality and openness of our alfa Contact Center system, which enables to develop such solution that will satisfy the needs of our customers. Of’ course, we have not forgotten about stability and modern system architecture. Basic functionalities of the solutions available on the market are very similar – handling of inbound and outbound traffic (in different modes: Preview, Progressive, Predictive), managing agent’s skills, queues, system parameters, extended and integrated IVR, support for VoIP, available statistics and reports, data collecting and analysing, integrated call logging system, voice mail, call scripter as support for agent, integration with external systems to exchange data, etc.  alfa Contact Center platform has a feature that distinguishes our solution – we are able to adapt to the nature of work of our customer without generating vast organisational changes. We start the process of analysing  from learning about our customers, their needs and challenges they face, we find about their current customer service process and other internal processes, and then we focus on goals in order to give our customers the best possible advice regarding solution that will satisfy their expectations and guarantee safety of their investment.