PRODUCTS GOLDMINE CUSTOMER SERVICE
GoldMine Customer Service uses Enterprise Edition and Voice to offer a complete customer service solution.
Customer Service solutions have evolved to allow customers to get the service they need 24 hours a day, 7 days a week, 365 days a year. Increased retention, increased cross selling, more personalised service and greater staff productivity can only improve your bottom line.
Features:
- Advanced skills-based routing – Improve customer satisfaction by ensuring the appropriate agent handles each call;
- Intelligent Automated Call Distribution and Queuing – Keep track of all available agents. Real time monitoring of queue depths with color coding and audible alarms when thresholds are met;
- CTI screen pops – Authenticate your customers, bring the right ticket or contact to the screen when the customer calls;
- Real-time and historical reporting – View real-time data and tap into 40 pre-built historical reports through an easy-to-use graphical dashboard;
- Quality Management – Supervisors have access to call monitoring, whisper coaching, barge, call recording and quality scoring to ensure continuous improvement of your call center agents;
- Virtual agents – Reduce mundane call center duties and increase job satisfaction by using this contact management software to automate tasks, while also giving customers the option to talk to a real staff member at any time;
- Automated Ticket Creation – Regardless of the time of day, or whether agents are available, your callers can create service tickets and have them routed to the appropriate queues automatically;
- Automatic Status Updates – let your customers know the status of their service tickets through email or automated phone calls;
- Automatic Ticket Closure – If you have a ticket that needs closing, but the customer hasn't confirmed? The system can handle collecting feedback automatically;
- Self Service Password Reset – Let your customers reset their system or windows domain passwords automatically, freeing your agents to handle more complex and compelling tasks;
- Click to Dial – Increase user productivity by offering click to dial out of contact records and with automatic tracking of calling activity in the customer record;
- Outbound Campaign management – Simplify your outbound calling campaigns with automatic dialling applications including list management, call distribution and status reporting;
- Self management – Simplified Web based management puts you in control and eliminates the need for expensive 3rd party support;
- Web-based voice application builder – Change the messaging to your customers or adjust call routing options with this easy-to-use GUI application;
- Automated Attendant — Create voice-prompted routing menus for your full company or individual departments. Multiple built-in auto attendants make configuration easy;
- Ad Hoc Conversation Recording — Simply click a button to record appropriate conversations such as a transaction or customer complaint and save them for later review;