Today’s contact centers are primarily designed to solve customers’ problems irrespective of communication channel used: phone, e-mail, web, social network, SMS, USSD, video calls, etc.
Contact centers deployed by CROC automate call processing and distribution, increase the share of successfully resolved calls, reduce agent workload, and help manage and improve service quality. Such centers perform a wide variety of features such as: incoming and outgoing calls via any channel, flexible and sophisticated routing, prioritized request processing, comprehensive reporting and analysis, customer self-service systems, integration with other information services, conversation recording and analysis, agent workplace automation, etc. All these tools can be implemented either separately or as part of an integrated Workforce Optimization System (WFO) which helps consolidate and manage all call center operation data through the prism of the company’s business objectives.
CROC renders services on contact center technical support, thus freeing the customer from non-core functions and allowing IT-personnel to work on more important tasks.
CROC provides consulting on how to optimize and setup existing contact centers, thus helping businesses respond to market demands and inform customers of their advantages better, faster, and more cost effectively than their competitors.