Multimedia Contact Center – the calling card of successful companies

A successful strategy in the struggle to gain market share is to increase customer loyalty and satisfaction. So improve your dialog with your most important asset – your customers! The mrs Vanguard-based Multimedia Contact Center (MMCC) lays the foundations for perfect service and negotiations leading to the desired results.
The MMCC facilitates efficient customer relationship management (CRM) which regulates and controls all the customer-related processes in a company. It is the “nerve center” for all your communication with customers and external partners: for incoming and outgoing calls, fax messages, emails and text messages (SMS).

The MMCC combines all forms of messaging with automatic distribution (ACD, AMD), routing and campaign management, as well as interactive voice applications and waiting fields.
In inbound operation, incoming callers are identified by the system via CTI, and their preferences are automatically taken into account for routing. As soon as a call is accepted, the caller’s contact data appears on the screen – possibly together with information from the CRM database, depending on the depth of integration.
Group and agent settings are freely definable, as are the threshold values for alarm functions. The distribution of calls and messages is controlled and modified via a graphical interface, waiting fields and data queries adapted to company-specific processes. Real-time reports and statistics can be compiled with just a few clicks of the mouse.
Highly efficient campaign management and dialing by mouse-click, from CRM applications for example, guarantee optimal performance in outbound operation.