(+ 48) 22 122 19 92    info@comtrust.pl

Benemen Contact Center

Comtrust in co-operation with the Finnish telecom provider – Benemen provides hosted services based on Skype for Business (Microsoft Lync).

The intelligent routing capabilities of the communication platform based on Skype for Business give a wide variety of call center functionality. Companies can choose the functionality according to their needs – from simple service pool or call pick-up groups to advanced queues with skill based routing and call-back.

As the call center functionalities are delivered by the same platform as the other communication services, all licensed users can participate in the call center and take calls either on Skype for Business or on their mobile devices.

With the advanced presence and call-routing capabilities of the communication platform, there is no longer need for a separate PBX because the platform also acts as a virtual PBX. There is no longer need for a separate call center solution either.

Opinions after implementation

Successful Implementations - 100%
Projects completed in 90 days- 80%
Increase in First Contact Resolution - 63%

Unified Communications
fixed and mobile

Phone and video
full capability

Work group tools
video conference

Call Center
IVR

Advantages

Calls that are made directly to the mobile numbers can be answered on Skype for Business (Microsoft Lync) if needed. Presence is automatically synchronized, so for example if a user is busy on the mobile, his co-workers can see this in Skype for Business as well. Every user can be a call center agent, and every agent can use either Skype for Business or his mobile to answer calls.

The communications data generated by the platform can be enriched with the companies CRM data or the rest of the organization or back-office. It helps companies to understand with which customers they communicate well and where they could do better.

Optimizing company performance – Gaining real-time insight in important customer calls, knowing which customer calls were treated well, and which calls were missed, will allow companies to make decisions to improve customer care.

For companies that already have their own Skype for Business (Microsoft Lync) installation it is possible to bridge or federate these environments with the Comtrust platform.

Do you want to know the detailed offer ? Welcome to contact!

ul. Powstańców Śląskich 42 lok 12
01-381 Warszawa
(+ 48) 22 122 19 92
info@comtrust.pl
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