Virtual Call Center
The OnState Virtual Call Center provides enterprise-class, business presence-enabled customer communication management features and capabilities at an industry-redefining value and ease of administration. You get all of the capability and sophistication, without the hassle and cost. Key customer service capabilities such as skills-based routing, customer segmentation and detailed reporting and analytics are included. And of course, it is multi-modal. Your customers can choose to contact you through their medium of choice, via phone, mobile phone, from your web site, via chat, leave a voicemail message, or automatically schedule a callback. On your end, your agents and employees only need a browser, a landline or a mobile phone. The OnState Virtual Call Center solution is a 100% web-based application requiring no hardware or software installation.
Everyone is in Customer Service
OnState's Virtual Call Center solution can be utilized by all members of your team. Queries that only that special someone in your organization can answer, can be directed to them. If they are away from their desk, OnState will make sure that they get the message, schedule a pending communications, or direct the call to another phone. Since there is no infrastructure to deploy, or proprietary, and specialized call center phones, anyone can participate in your customer service strategy. They don't even need to work for your company. The OnState Virtual Call Center can readily incorporate partners and outside resources into your strategy. There are no barriers--just the right resource, communicating with the right customer, at the right time.
Read more about how OnState's virtual call center solution works.
Simple or Sophisticated, Your Choice
Whether you have 1 or 100s of people providing sales or customer service, the OnState Virtual Call Center solutions fits just right. You can choose to allow your customers to contact you through only one channel, such as a local or toll-free number, from your website, or by clicking on a "Contact/CallMe" button included in your email campaign. Or, you can allow customers to contact you through a wide variety of channels and very specifically define the skill sets of your employees to ensure that the right customer is connected to the right resource at the right time.
Whatever your strategy, with OnState's Virtual Call Center solution you can grow and adapt it on the fly. No upgrades, no additional modules to install, no consultants, and no IT resources are required. Just fill-in the blanks. It's not about technology, it all starts with how you want to treat your customers.
Virtual Call Center Features:
- Multi-modal - The OnState Virtual Call Center solution supports a many modes of communication and collaboration, including, voice, video, chat, click-to-call, web call-back, IM, and conferencing.
- Business-Rules Routing - The OnState CallCenter solution begins with mapping-out your customer service business rules, and then ensuring that they are consistently applied and adapted in real-time to changing conditions. The OnState Rules Engine allows you to define who your customers are, determine exactly what they are requesting, and to select the best resource or course of action to deliver on that request.
- Skills-based Routing - You can define the specific skills and proficiencies of each of your employees and use that information to fine tune who handles which specific customer request.
- Customer/Market Segmentation - Who is Calling and Why? The business Rules Engine allows you to determine who is attempting to contact you and what they are looking for. Use this feature to ensure that your most important customers/prospects (they are all important, just some more than others) are given priority. Give added emphasis to sales inquiries as opposed to status updates. It's your call.
- Easily customized - OnState's Virtual Call Center solution has been built from the ground-up to be a 100% web-based communications application. All application configuration and logic is stored in industry standard XML. User Interfaces are constructed utilizing AJAX. It comes ready to use right out of the box, or you can choose to customize it for your specific needs.
- Multi-protocol - Supported communication protocols include SIP, Skype, Google GTalk and XMPP.
- Seamless Application Integration - OnState's Virtual Call Center is built to be a part of your business applications, not bolted-on to them. The OnState approach to communications is to make it a part of your business processes, not a standalone element that requires complex and costly middleware for integration. Our web services interfaces allow for quick mash-ups with other business applications, such as Sales Force Automation (SFA) and Customer Relationship Management (CRM).
- Pending Communications - Life is hectic, schedules change. Let OnState monitor both parties' status and establish the call when both you and your customer are ready. OnState's Pending Communications allows you to automatically schedule a callback based on both parties realtime availability.
- Reporting and Analytics - Comprehensive real-time and historical statistical information. Know precisely who is contacting you, how long they have been waiting and what resources you have available. Collect and report on all of the details regarding your customers interactions with you.
- Presence Enabled - Let your presence be known. Be more than just a phone #. Publish your business' presence to your customers, letting them know that you are ready to serve them, and be aware of your customers' availability to speak or chat with you.
Learn more about OnState's virtual call center solution by calling +1.617.934.0381 or emailing sales@on-state.com.
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