Service centers today are in a process of evolution–changing from simple phone-based call centers to completely integrated multi-media contact centers. In addition to providing higher levels of customer service, modern contact centers are also much more cost-effective. If you don’t provide this level of service to your customers, in a profitable manner, eventually your competition will be lost. Again and again we hear that customer service is the key differentiator in today’s fast-paced business climate.

IT Synergy Call Center opens all communication channels to gain customer satisfaction in one solution:phone calls–IM chatting–web–fax-email .

Custom relatIonshIp management (Crm)

Vtiger CRM software is ideal for small and medium businesses, and widely used product with thousands of users in dozens of countries. It has a vibrant community of users driving the product forward, and contributing to it’s development.

Vtiger CRM will be also customized to serve call center functionalities, to provide detailed information about registered customers, and their last activities. IT Synergy call center, trigger customer data from CRM, and with a simple click new customers can be easily registered.

Improve efficiency

IT Synergy call center allows staff to deal with more customers at any a given time.

Minimize expenses

With IT Synergy call center, the same number of staff will be able to handle more calls .

Better office communication handling

IT Synergy call center, aside from handling live calls, can also process emails. In addition, it can handle fax, web-based queries, Instant Messaging, and other means of communication for the company.

Remote management

IT Synergy call center is web-based, making your business available wherever you are with a laptop and an Internet connection. Monitor business activity and make adjustments easily, as if you were on-site.

Fast return on investment

Build a more efficient and profitable organization by using It synergy call center tools to generate more revenue while reducing costs.

Generate revenue with IT Synergy call center

•Optimize agent productivity

•Reduce training time

•Simplify management tasks

•Improve agent guidance and

coaching

•Make telemarketing campaigns more

profitable

Reduce costs with IT Synergy call center

•Minimize support costs

•Shrink operating costs

•Analyze data to pinpoint savings opportunities

Call transfer from agent to another

To ensure the highest level of service and customer satisfaction

Automatic Call Distribution (ACD) & Skills-Based Routing

When a live agent is needed, routes the call to the right queue, gives it the right priority, and routes it to the next available agent who is most capable of handling the call.

Music & countdown answer machine on hold

In order to avoid customers’ frustration while waiting in queue, music will be played and a countdown answer machine so the customer will know his number in the queue .

Call recording

IT Synergy enables incoming call recording, this to have a copy of the conversation, can be used for claiming

justification, training and supervising. Call recording is enabled in two ways either “always recording” or “on demand recording”.

Powerful performance-measuring tools

Supervisors can benefit of the following.

- See agents logged into a queue.

- See agent status (in call, logged off, invalid).

- See every call waiting on the queue with its timer.

- Spy or whisper to your agent